Head of Quality Management, CX Planning & Insights

About the Role:

The Head of Quality, CX Planning and Insights leads the strategy, design and implementation of all CX Quality policies and programs. This person will be responsible for establishing standards, policies and procedures to evaluate the effectiveness and efficiency of customer experiences, provide insights to business operations and drive improvement through close collaboration with Customer Experience teams, Learning & Development, Knowledge Management and Product Operations. 

About the Team:

This is a leadership role reporting to our Head of Planning and Insights within CX. Gusto’s CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

Here’s what you’ll do day-to-day:

Quality Strategy & Insights

• Develop a unified quality strategy that sets consistent standards across CX, aligns with organizational goals, and leverages industry-leading methodologies and technologies (including AI and LLMs) to elevate the customer experience.
  Drive continuous improvement by analyzing quality results, identifying trends, and building implementation plans in partnership with operational teams to improve key performance metrics.
• Collaborate cross-functionally with Customer Service, Product, Ops, Knowledge, CX Analytics, and L&D to align quality initiatives with broader business priorities and deliver meaningful impact.
• Stay ahead of industry trends by incorporating innovative tools and best practices to ensure the quality program remains modern, scalable, and effective.
  

Team Building & Leadership

• Build and lead a centralized quality team, including a blend of direct reports, indirect reports, and BPO partners to scale quality efforts across the business.
• Lead and develop quality analysts, setting clear expectations, driving adherence to best practices, and delivering actionable insights to internal stakeholders.
• Foster a performance-driven culture, rooted in deep customer and employee empathy and focused on results, accountability, and continuous learning.
  

Agent & Customer Experience Excellence

• Design scalable quality methodologies that support structured feedback and coaching at the individual, team, and business unit level.
• Build data-informed programs that assess performance against customer expectations and generate actionable insights to exceed CX standards.
• Ensure alignment across partners by driving consistency and calibration with BPOs and third-party vendors.

Here’s what we're looking for:

• 8+ years of leadership experience in quality management within customer service, call center, or operations environments
• Proven people leader with a focus on transformational leadership, team development, and clear expectation setting
• Strategic and collaborative, with a track record of aligning cross-functional teams around shared goals and organizational priorities
• Strong analytical mindset, skilled in evaluating process quality and driving improvements through actionable insights
• Experienced in leveraging technology and AI to drive quality analytics, insights, and innovation in workflows and curriculum
• Effective communicator, able to clearly synthesize complex inputs into simple, impactful actions across all levels of the organization
• Flexible and adaptable, comfortable navigating between strategic vision and hands-on execution in a fast-paced environment

Our cash compensation amount for this role is $189,000/yearly to $213,000/yearly in Denver and most remote locations, and $222,000/yearly to $250,000/yearly in 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.