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Gusto is seeking a senior leader for our Customer Experience teams who is passionate about providing small business owners with the best customer experience in the world while improving workflows & creating efficiency gains in an ever-changing environment. This leader will be focused on delivering outstanding service to our payroll customers.  You will lead an operational organization by empowering & enabling your direct managers to effectively drive their business areas forward.

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, & team management tools. Today, Gusto offices in Denver, San Francisco, & New York serve more than 200,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, & it starts right here at Gusto. Thats why were committed to building a collaborative & inclusive workplace, both physically & virtually. Learn more about our Total Rewards philosophy.

Heres what youll do day-to-day:

  • Foster a culture of engagement & excitement to bring out customer driven results where Gusties feel empowered to put customers first, & develop their careers within the organization.
  • Lead CX strategic direction for Gustos customers including identifying emerging technologies & implementing systems to ensure operational excellence & in turn exceptional customer outcomes.
  • Directly responsible for execution of quarterly & annual objectives.
  • Leader of change management in planning & facilitating organization-wide improvement to the customer experience.
  • Scale the Customer Experience teams by increasing team efficiency & working cross-functionally with sales, product & engineering teams.
  • Solicit regular internal & external customer feedback to lead continuous process improvements to the customer experience.
  • Empower a team of managers & individual contributors
  • Partner with cross-functional teams to address upcoming changes in tax & regulatory codes in order to provide exceptional customer experience

Heres what we're looking for:

  • 12+ years minimum of people management experience in CX & technology
  • 8+ years leading other managers, setting strategic vision, & empowering high-performance teams
  • 8+ years of experience in the payroll industry
  • Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
  • Ability to think globally & strategically, influencing change across multiple business units & functions
  • Customer-first mentality & a first-principle-thinking approach to innovate in delivering world class customer onboarding experience
  • Thrives in a faced-paced environment with constant change & a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis

Our cash compensation amount for this role is targeted at $119,000 - $190,000 in Denver. Final offer amounts are determined by multiple factors including candidate experience & expertise & may vary from the amounts listed above.

Our customers come from all walks of life & so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values & our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state & local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities & disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at 

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