About the Role:

Gusto is seeking a dynamic leader to join our Benefits Services team and empower a team of support team leaders. You’ll help scale our operation to support millions of members in the next few years. You’ll be responsible for the experience of tens of thousands of SMBs on the Gusto platform. As a leader on the Benefits Services team, you will help scale our support teams to deliver a world-class experience. You’ll lead multiple teams, empower and inspire Gusties, and drive operational excellence for our Customers.

About the Team:

This team is part of our Customer Engagement organization. Our Engagement organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

Here’s what you’ll do day-to-day:

• Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feel empowered to put customers first and develop their careers within the organization
• Empower a team of leaders and roughly 50 individual contributors and 4-5 team leaders.
• Lead CX strategic direction for Gusto’s customers, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn exceptional customer outcomes
• Responsible for the execution of quarterly and annual objectives
• Leader of change management in planning and facilitating organization-wide improvement to the customer experience.
• Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience.
• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience.

Here’s what we're looking for:

• 5+ years of leadership experience, preference for experience leading leaders : setting strategic vision, and empowering high-performance teams
• 3 years people management experience in CX and technology
• Proven experience working in Healthcare Benefits environments
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies

Our cash compensation amount for this role is $119,185/yr to $154,941/yr in Denver & most major metro locations, and $140,410/yr to $182,533/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.