Agile Project Manager
Imagemakers
Group Operations Manager
Gusto
full-time
Posted on:
Location Type: Hybrid
Location: Denver • Arizona, Colorado, Illinois, Nevada • 🇺🇸 United States
Visit company websiteSalary
💰 $69,390 - $91,000 per year
Job Level
Mid-LevelSenior
About the role
- Directly manage a team of about 15 Ops Specialists focusing on team operations, quality, and performance
- Foster a culture of engagement so Gusties feel empowered to put customers first and develop their careers
- Ensure that group level insurance requests are processed timely and accurate within agreed upon SLAs
- Execute monthly, quarterly and annual objectives and metrics
- Coach team members to develop and drive key IC behaviors and performance indicators
- Deliver improvements in key metrics focusing on team efficiency in processing and quality output
- Partner with Compliance, Product, Engineering, Advising, Advocate and CIO teams to process changes impacting benefit processes
- Conduct root cause analysis on systemic Fulfillment issues and construct action plans to address them
- Serve as an escalation point and partner with key stakeholders across the organization
- Lead change management planning and facilitate team-wide improvements to customer and Gustie experience
Requirements
- 2-3+ years of operational leadership experience
- 3+ years Benefits and/or Operations industry experience
- Proven track record of delivering an extremely high level of satisfaction across a customer base while driving operational efficiencies
- Experience with change management, ability to inspire and create vision that drives buy-in and connection to broader company goals and/or initiatives
- Ability to think globally and strategically, influencing change across multiple business units and functions
- Strong coaching, research and analysis skills
- Excellent communication skills
- Workflow management experience
- High attention to detail, organization, and task management
- Comfortable working in a fast-paced, deadline-driven business environment
- Ability to excel in both tactical day-to-day requirements and longer term strategic objectives
Benefits
- Full-service payroll
- Health insurance
- 401(k)s
- Expert HR
- Team management tools
- Commitment to Total Rewards philosophy
- Physical office spaces in Denver, San Francisco, and New York City
- Hybrid work expectation (approximately 2-3 days per week in office for employees based in those locations)
- Reasonable accommodations for qualified individuals
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational leadershipchange managementworkflow managementroot cause analysisperformance indicatorsmetrics analysiscustomer satisfactionteam efficiencyquality outputtask management
Soft skills
coachingcommunicationorganizational skillsattention to detailstrategic thinkinginfluencingengagementteam managementproblem-solvingfast-paced adaptability
