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Head of Workforce Management

Denver, CO;San Francisco, CA;New York, NY;Orlando, FL;Las Vegas, NV;Austin, TX;Chicago, IL;Phoenix, AZ

 

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:

As the leader of this function, you will also partner with our CX leadership team to develop actionable workforce plans and drive workforce decisions. As we expand the CX team, we’re seeking an experienced workforce management (WFM) leader to build out our WFM capability across teams and locations.

About the Team:

The Operational Excellence team focuses on scaling our growing Customer Experience (CX) organization --  ensuring our customers continue receiving the fast, warm, and sophisticated experience that they have grown to love.

Here’s what you’ll do day-to-day:

  • Define and execute the WFM strategy across all CX teams, multiple offices and third party partners
  • Empower and continue building a team of high-performing WFM experts
  • Engage with the broader Customer Experience organization to drive a continuous optimization approach across WFM processes
  • Lead end to end cycle of workforce planning, forecasting, scheduling 
  • Identify, collect, track and improve key performance metrics to manage and improve CX team performance
  • Engage cross-functionally to provide data-based recommendations around Gusto’s workforce and hiring plans

Here’s what we're looking for:

  • Minimum 10+ years leading a workforce management or operations function
  • In-depth expertise in forecasting, scheduling and capacity planning
  • 5-8 years experience working with CRMs & telephony platforms
  • Minimum of BA/BS education

Our cash compensation amount for this role is targeted at $150,000 - $196,000/yearly in Denver & most major metro locations, and $184,000 - $230,000/yearly 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.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

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