Service Experience Manager

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:

Are you looking for an opportunity to transform a business? Gusto is looking for a strategic, customer-focused leader to leverage customer feedback, service and operations expertise, strategic thinking and influence to develop best in class experience for customers. 

Working with the Product, Engineering, Design and Customer Experience teams, you will be expected to tackle both highly strategic and deeply operational initiatives to deliver value for customers and Gusto. For new product experiences, you will be accountable for crafting and building the service experience for our customers that compliments the software. For existing experiences, you will partner cross functionally to identify areas to improve the service and operations for that part of Gusto’s platform. You’ll be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative.

If this sounds exciting to you, we’d love to connect!

About the Team:

Our Service Experience team in our Transformation org are accountable for building amazing service experiences in partnership with our Product Management and CX orgs. We are experts in Gusto’s software and service models and are highly cross-functional, focused on ensuring our product and service experiences are co-designed and co-developed to deliver best in class customer solutions. We listen to, synthesize, and act on customer and front-line team feedback.

Here’s what you’ll do day-to-day:

• Shape and support strategy at the intersection of our Product and Service orgs for existing customers, in collaboration with Engineering, Design, Product Management, and Customer Experience teams.
• Lead and partner on strategic service design with Product Management and Customer Experience (CX) teams to ensure a scalable, world-class experience for customers and internal teams. Influence key decision making and drive/build the desired service experience. 
• Obsess over Accountant partners, their success and experience on Gusto,and advocate for improvements that would improve their experience.  
• Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps. 
• Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences.
• Hypothesis-driven problem solving to drive our business. Leverage expertise in Gusto’s service model and capabilities to propose recommendations and build. 
• Contribute to advancing the transformation of our product, service,  and craft at Gusto and uplevel the work of the team.

Here’s what we're looking for:

• 10+ years of relevant work experience in operating roles at growing startups-  biz ops / strategy roles, product operations, project/program management, and/or consulting with “classical” business problem solving training
• Proven experience building and scaling service strategy alongside growing SaaS products, to include incubating new products, running betas, and integrating new product development with a scalable, best-in-class customer service experience
• Strong results-orientation and direct experience in pulling and utilizing data (SQL) to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them.
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs
• Excellent oral and written communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels.
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement - always looking to improve upon the status quo
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete.
• Deep empathy and obsession for our small business customers. A deep passion for helping others.
• Nice-to-have: 
  • Experience with service design or service blueprinting
  • Experience leading a team
  • Change management or Organizational transformation experience

Our cash compensation amount for this role is targeted at $147,000 to $174,000 in Denver & most major metro locations, and $168,000 to $205,000 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.

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