About the Role:

Are you looking for an opportunity to transform a business? Gusto is looking for a strategic, customer-focused leader to leverage customer feedback and operational key metrics to develop actionable insights and strategies that shape our product and service, and positively impact customer love.

Working with the Product, Engineering, Design and Customer Experience teams, you will be expected to tackle both highly strategic and deeply operational initiatives to deliver value for customers and Gusto. You’ll be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative. If this sounds exciting to you, we’d love to connect! 

About the Team:

The Benefits Product Operations team at Gusto is made up of committed, creative, collaborative people who care deeply about our mission to enable Benefits for all small and mid-sized businesses and their employees. We’re a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience; Gusto is listening to, synthesizing and acting on customer and front-line team feedback; and that cross-functional teams are collaborating and swimming together to build the best version of Gusto for our customers. 

Here’s what you’ll do day-to-day:

Shape and support product development and its integration into service strategy for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product Management, and Customer Experience teams. Understand our product and end-to-end service experience and organizations in intimate detail, including internal and external pain points and feedback.  Collaborate to ensure customer support considerations are integrated into broader company decisions. Lead and partner on product launches between Product Management and Customer Experience (CX) teams to ensure readiness and deliver insights post-launch to ensure a positive experience for customers and internal teams. Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps. Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences. Hypothesis-driven problem solving to drive our business. Contribute to advancing the Product Operations craft at Gusto and uplevel the work of the team. 

Here’s what we're looking for:

10+ years of relevant work experience at growing startups in operating roles (i.e., biz ops/strategy roles, product operations, project/program management, and/or consulting  Experience scaling service strategy alongside growing SaaS products, to include incubating products, building and managing product betas, and/or integrating new products into a scalable best-in-class service model Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete. Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement  Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs Strong results-orientation and direct experience in pulling and utilizing data (SQL) to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them. Excellent written and verbal communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences Experience working in the healthcare or benefits space (PEO, health insurance, 401k etc.)  Experience with service design and/or service blueprinting

Our cash compensation amount for this role is $119,000/yr to $146,000/yr in Denver & most major metro locations, and $167,000/yr to $217,000/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.