Tax Resolution Lead

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 300,000 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:

The Tax Resolution Leader will lead a payroll and tax-focused organization by empowering and enabling your team to effectively drive the business areas forward. We’re looking for someone who is passionate about empowering and coaching teams and providing small business owners with the best customer experience in the world, all while improving workflows and creating efficiency gains in an ever-changing environment for scale. 

There are thousands of critical operational tasks that are completed for our customers accurately and on time, every time, in a proactive and scalable manner. We collaborate, help each other, and work cross-functional in a positive environment.

About the Team:

The Tax teams within the Payroll Operations org are at the core of providing services that give our customers peace of mind. The Tax Resolution team is within the Payroll Operations org and is at the core of providing services that give our customers peace of mind. Tax Resolution exists to ensure impeccable delivery of key customer needs. We are looking to invite a high-energy, results-oriented, inspirational Tax Resolution leader with a proven ability to work well and influence cross-functionally to scale our Tax teams!

Here’s what you’ll do day-to-day:

• Cultivate a culture of engagement and customer-centricity, encouraging team members to prioritize customer needs and develop professionally within the organization.
• Drive strategic initiatives to enhance the notice resolution experience for Gusto's customers, leveraging emerging technologies and implementing systems for operational excellence and superior customer outcomes.
• Lead and empower a team of individual contributors to effectively resolve tax notices and improve the overall customer experience.
• Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction.
• Champion change management efforts to plan and implement organization-wide improvements that elevate the customer experience.
• Collaborate cross-functionally with onboarding, product, and engineering teams to streamline Tax team operations and increase efficiency.
• Proactively seek and incorporate regular internal and external customer feedback to drive continuous process improvements and optimize the notice resolution experience for customers.

Here’s what we're looking for:

• 1-3+ years management experience.
• 3+ years of operations experience.
• Proven track record of delivering an 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.

Our cash compensation amount for this role is $74,000/year to $91,000/year in Denver & most major metro locations. 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.