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 100,000 businesses nationwide.

The Customer Onboarding organization is passionate about using innovative technology and service to set customers up for success with health benefits. Our team strives to positively influence businesses and employees throughout the United States. By seamlessly managing health benefits, we enable our customers to focus on their businesses while we make key moments (onboarding and renewal) effortless.

Gusto is seeking a senior leader for our New and Renewed Onboarding teams who is passionate about providing small business owners with the best customer experience in the world while improving workflows and creating efficiency gains in an ever-changing environment. You will lead an insurance operation organization by empowering and enabling your direct managers to effectively drive their business areas forward. 

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.
  • Lead CX strategic direction for Gusto’s benefits onboarding customers including identifying emerging technologies and implementing systems to ensure operational excellence and in turn exceptional customer outcomes.
  • Directly responsible for execution of quarterly and annual objectives.
  • Leader of change management in planning and facilitating organization-wide improvement to the customer experience.
  • Scale the Customer Onboardings teams by increasing team efficiency and working cross-functionally with sales, product and engineering teams.
  • Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience.
  • Empower a team of managers and individual contributors

Here’s what we're looking for:

  • 6-8-10 years minimum of people management experience in CX and technology
  • 2+ years leading other managers, setting strategic vision, and empowering high-performance teams
  • BA/BS Degree in a related discipline or equivalent experience.
  • Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
  • Ability to think globally and strategically, influencing change across multiple business units and functions
  • Customer-first mentality and a first-principle-thinking approach to innovate in delivering world class customer onboarding experience
  • Thrives in a fast-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis
  • Bonus points for experience with the US health industry/small group health

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. 

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Gusto are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.