The CX Insights & Operations team delivers strategy, operations, and technology to wow customers with each and every interaction. As a member of our team, you will drive strategy and build scalable processes for our world class customer experience, in partnership with our CX leadership team.
Here’s what you’ll do:
Develop our customer experience strategy and deliver on that strategy as we scale to wow our customers.
Serve as strategic horsepower for the Customer Experience organization
Hypothesis-driven problem solving for CX’s biggest puzzles
Develop and manage project plans for company-wide initiatives
Provide business insights and recommendations based on data that will drive our strategy
Partner with our Finance team to develop quarterly and annual plans.
Build and implement scalable processes from the ground up
Support, develop, and execute strategy to deliver best-in-class customer experience.
Get your hands dirty and troubleshoot any issue that arises
Here’s what we’re looking for:
7+ years of relevant work experience in operating roles at growing startups, biz ops roles, and/or consulting with “classical” business problem solving training. Experience in a customer service organization a plus.
Deep empathy and obsession for delivering an amazing customer experience and for making things more efficient (“Lean Six Sigma” process improvement experience a plus)
Strong analytical skills. You’re an excel ninja with the ability to tell stories through data and make bold recommendations.
Proficiency in writing SQL queries is strongly preferred.
You thrive in fast-paced, get-stuff-done environments - and can easily juggle multiple priorities and projects
Strong and empathetic business partner
True passion for the customer: you creatively seek ways to delight them.
Executive written and verbal communication, and ability to influence senior leaders
Experience leading a team
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 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 100,000 businesses nationwide.