Gusto, Inc.
Senior Benefits Services Team Leader
Job Summary
This role is a leadership position responsible for managing and scaling the Benefits Services support teams at Gusto. The candidate will set strategic direction for customer experience, lead cross-functional initiatives, and drive operational improvements to ensure high customer satisfaction. Experience in healthcare benefits and team management are crucial, along with a track record of delivering exceptional customer outcomes. The role involves fostering a customer-first culture and working collaboratively across teams to enhance the overall experience for small business clients.
Required Skills
Benefits
Job Description
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, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.
About the Role:
Gusto is seeking a dynamic leader to join our Benefits Services team and empower a team of support team leaders. You’ll help scale our operation to support millions of members in the next few years. You’ll be responsible for the experience of tens of thousands of SMBs on the Gusto platform. As a leader on the Benefits Services team, you will help scale our support teams to deliver a world-class experience. You’ll lead multiple teams, empower and inspire Gusties, and drive operational excellence for our Customers.
About the Team:
This team is part of our Customer Engagement organization. Our Engagement organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.
Here’s what you’ll do day-to-day:
- Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feel empowered to put customers first and develop their careers within the organization
- Empower a team of leaders and roughly 50 individual contributors and 4-5 team leaders.
- Lead CX strategic direction for Gusto’s customers, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn exceptional customer outcomes
- Responsible for the execution of quarterly and annual objectives
- Leader of change management in planning and facilitating organization-wide improvement to the customer experience.
- Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience.
- Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience.
Here’s what we're looking for:
- 5+ years of leadership experience, preference for experience leading leaders : setting strategic vision, and empowering high-performance teams
- 3 years people management experience in CX and technology
- Proven experience working in Healthcare Benefits environments
- Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
Our cash compensation amount for this role is $119,185/yr to $154,941/yr in Denver & most major metro locations, and $140,410/yr to $182,533/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.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
Our customers come from all walks of life and 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 and 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 and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
Gusto, Inc.
A platform offering payroll, benefits, and HR management services tailored for small and medium-sized businesses.
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