Customer Onboarding 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 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:

The CX Benefits Operations, Customer Onboarding Leader will help lead and scale our benefits operations teams to deliver a world-class experience and make health benefits accessible to millions of people. In this role you will lead 3-5 first line leaders and a total team size of 20-40 employees. You’ll be directly responsible for the team which leads the onboarding experience of thousands of small and medium businesses, members, and dependents on the Gusto platform. Benefits, and especially health insurance, are our top priority, and a seamless onboarding experience is paramount to building the trust and customer loyalty we strive for.

About the Team:

The CX Benefits Operations 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 of truth (such as, onboarding and renewal) effortless.

Here’s what you’ll do day-to-day:

• Provide the right leadership at the right timeCoach and develop a team of frontline operations leaders focused on queue/inventory management and team performance.
  • Empower a team of managers, captains, and individual contributors
  • Understand and apply the principles of situational leadership to drive team and individual performance
  • Drive iterative improvements to the status quo and be a leader of change
• Start with clarity
  • Create clarity on team roles, expectations, goals, and objectives focused on consistent, accurate, and exceptional customer outcomes and experience
  • Connect your team to larger company objectives to create engagement and purpose in work
• Create the conditions for success
  • Foster a culture built around Gusto’s values and create an environment of trust, respect, and learning
  • Develop and grow your leaders and teams through mentorship, timely and candid feedback, and supports individual learning and development opportunities for leaders
  • Identify and leads opportunities to create scalable improvements within our current workflows and processes
• Accelerate progress
  • Engage in first principles thinking to solve hard problems with teams and collaborate across teams with a builder mindset
  • Prioritize outcomes that are customer focused and advocate for the top benefits experience possible
  • Work cross-functionally with other CX teams and shared services to improve efficiency and inform prioritization
• Ensure the vision becomes a reality
• Translate and share the priorities of Gusto with our teams and focus on success with a holistic approach 
• Drive operational excellence and accountability that translates into high-performing teams, scalable operations, and top customer satisfaction
• Uses a data-driven approach to identify team and leadership capacity needs and leads recruiting and interviewing efforts

Here’s what we're looking for:

• 5+ years minimum of people management experience, leading teams.
• Minimum 2+ years experience leading managers preferred.
• Experience leading in CX, Operations, Customer Service, Customer Success or Sales advising teams preferred.
• Adaptable leader who is passionate about team development and coaching and leads with compassion and empathy.
• An advocate for customer experience, change, and delivering results.
• Thrives in a faced-paced environment with constant change; is able to make measured, objective, data-driven decisions on a daily basis.
• Ability to work collaboratively across all levels and with all teams at Gusto.
• Experience using technology/automation solutions (i.e. SalesForce, APIs, G-Suite) to enable team success.
• Preferred: Experience with the US health insurance industry (extra bonus points for small group health), financial services, insurance, or payroll and tax industries.

Our cash compensation amount for this role is $119,000/year to $146,000/year in Denver & most major metro locations, and $141,000/year to $172,000 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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