Senior Manager, CX Business Operations
Remote
Head of Customer Experience – Partnerships, Embedded Payroll
Gusto
full-time
Posted on:
Location Type: Hybrid
Location: Denver • California, Colorado, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $147,000 - $181,000 per year
Job Level
Lead
About the role
- Shape and scale CX strategy & operations to scale customer experience service model for Gusto Embedded Payroll (GEP)
- Train and help Partner CX teams scale support training and manage relationships with Partner support leadership
- Leverage Gusto Expertise and lead insourcing initiatives with CXDI, Biztech, TaxRes, and Payroll Transfers
- Collaborate across GEP functions to enhance customer experience and reduce cost-to-serve metrics
- Use data to drive performance by collaborating with BizTech and Data teams to refine CX data model and track CX OKRs
- Grow & empower team: grow and lead a CX team of 10+ members, including Enablement and Tier 2 Ops, define career paths and team playbook
Requirements
- 10-15+ years of leadership experience in CX, operations, or related roles
- 5+ years of channel/partnerships experience, especially in scaling operations via partners/vendors
- Proven track record working with enterprise SaaS customers in support functions, particularly ones with technically complex workflows, platforms, and infrastructure
- Experience in high-growth startup settings (Series A/B) or incubation teams within larger organizations
- Familiarity with payroll systems is a bonus but not a requirement
- Strong background in data analysis, strategy development, and systems thinking
- Experience scaling support models and building operational initiatives from 0 to 1 and 1 to 10
- Ability to influence cross-functionally and translate pain points into product ideas
- Customer empathy and people-experience (PE) skills
Benefits
- Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations expected to work from the office approximately 2-3 days per week
- Total Rewards philosophy (link referenced)
- Commitment to collaborative and inclusive workplace
- Reasonable accommodations for qualified individuals with disabilities and disabled veterans
- Applicant privacy and data protection notices referenced
- Equal opportunity employer statement
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisstrategy developmentcustomer experience (CX) operationssupport model scalingoperational initiativesenterprise SaaSpayroll systemsperformance metricsCX data modelOKRs
Soft skills
leadershipinfluencingcustomer empathypeople-experience (PE)collaborationrelationship managementteam empowermentcommunicationsystems thinkingproblem-solving
