Product Operations Specialist
Benchling
SQL
Head of Product Operations, Tax Credits
Gusto
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteSalary
💰 $185,000 - $229,000 per year
Job Level
Lead
About the role
- Manage, coach, and develop operators and managers delivering customer tax credits
- Monitor and manage pipeline health, turnaround times, and quality metrics (NPS, CSAT, CES, DQ rates)
- Provide decisive leadership through change, issues, and escalations; act as player-coach during peaks
- Run operational meetings, check-ins, and cross-functional communications
- Partner with leadership and Data to maintain performance and OKR reviews
- Lead high-volume seasonal projects (amendments, substantiation reports) and recurring rituals
- Identify and address operational risks; design and implement process improvements
- Align operational readiness with product launches and GTM strategies
- Aggregate and share customer insights to influence product and strategy
Requirements
- 7+ years of relevant work experience at growing startups in operating roles (biz ops/strategy, product operations, project/program management, and/or consulting)
- 2+ years experience in tax credits
- Experience scaling service strategy alongside growing SaaS products, incubating products and managing product betas
- Highly adaptable and resilient; able to make decisions with incomplete information
- Demonstrated self-starter with strong organization and bias for action towards continuous improvement
- Experience managing cross-functional stakeholders and influencing senior leaders
- Strong experience pulling and utilizing data to identify trends and make decisions
- Excellent written and verbal communication skills
- Experience with service design and/or service blueprinting
Benefits
- Health insurance
- 401(k) retirement plan
- Hybrid work schedule (approximately 2-3 days per week in office)
- Professional development and continuing education opportunities
- Reasonable accommodations during application process
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
tax creditsservice strategyproject managementprogram managementdata analysisservice designservice blueprintingprocess improvementoperational metricsOKR management
Soft skills
leadershipcoachingadaptabilityresilienceorganizationdecision-makinginfluencingcommunicationself-startercontinuous improvement
