Group Operations 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 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:

Gusto is seeking a People Empowerer for our Group Fulfillment team. We are looking for natural leaders who are passionate about delivering our core product offering while improving workflows and creating efficiency gains in an ever-changing environment. You will lead a team by empowering and enabling your team members to deliver on our customer promise.

This position is very hands-on with an emphasis on coaching, research and analysis, excellent communication skills, and workflow management.  You must also possess and take pride in a high attention to detail, organization, and task management while being comfortable working in a fast-paced, deadline-driven business environment. An ideal candidate for this role can excel in both the day to day tactical requirements as well as driving longer term strategic objectives.

About the Team:

The Fulfillment team within the Benefit Operations org is at the core of providing services that give our customers peace-of-mind. The Group Fulfillment team exists to ensure impeccable delivery of key customer needs by working directly with our health insurance carrier partners to ensure timely and accurate coverage for our customers. We are looking to invite a high energy, results-oriented, and inspirational operations leader with the ability to work well and influence cross-functionally!

Here’s what you’ll do day-to-day:

• Directly manage a team of about 15 Ops Specialists focusing on team operations, quality, and performance. 
• Foster a culture of engagement to bring out customer driven results where Gusties feel empowered to put customers first, and develop their careers within the organization.
• Ensure that group level insurance requests are processed timely and accurate within our agreed upon SLAs.
• Directly responsible for execution of monthly, quarterly and annual objectives and metrics.
• Deliver results through a coaching approach to develop and drive key IC behaviors and performance indicators.
• Deliver improvement in key metrics focusing on team efficiency in processing and quality output.
• Partner with Compliance, Product, Engineering, Advising, Advocate and CIO teams to become skilled in processing any changes that may impact the benefit processes on behalf of our customers.
• Conduct root cause analysis on systemic Fulfillment issues and construct action plans to address
• Serve as an escalation point for members of your team with the ability to partner with key stakeholders across the organization.
• Leader of change management in planning and facilitating team-wide improvement to the customer and Gustie experience.

Here’s what we're looking for:

• 2-3+ years of operational leadership experience.
• 3+ years Benefits and/or Operations industry experience.
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies.
• Experience with change management including ability to inspire and create vision that drives buy-in and connection to broader company goals and/or initiatives.
• Ability to think globally and strategically, influencing change across multiple business units and functions.

Our cash compensation amount for this role is $74,285/year to $91,000/year in Denver, Chicago, and Las Vegas and $69,390/year to $85,000/year for Phoenix. 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. This includes non-office days for hybrid employees.

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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Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.