About Gusto
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.
AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.
About the Role:
Payments at Gusto aren't just infrastructure, they're the reason people get paid on time, every time. Payment Operations sits within Gusto's Money team, a cross-functional group spanning Engineering, Product, and Operations that powers money movement across Gusto's growing product surface: core payroll, contractor payments, international money movement, and new business offerings like PEO.
As the Payment Operations Manager, you'll lead a team of Payment Operations Analysts and own the health of Gusto's payment operations end to end: the ACH, wire, RTP, and international contractor payment rails, the day-to-day operations behind our bank and payment partner relationships, and the operational side of the compliance programs that keep all of it running within regulatory bounds. You'll work closely with Engineering, Product, Accounting, Risk, Legal, and CX to get there.
This is a role for someone who can zoom in and personally work a ticket or partner escalation, and zoom out to manage the team and keep a compliance program on track, in the same afternoon. You build strong people, hold partners accountable, and bring rigor to how the team operates.
Here’s what you’ll do day-to-day:
Lead and grow the team
- Manage a team of Payment Operations Analysts. Hire, coach, and develop them, set clear expectations, and give direct feedback. Own team-level SLAs, on-call rotation and escalation paths, and reporting, and use data to spot where the team's processes are breaking down and fix the root cause, not just the symptom. You're accountable for the team's output and for the growth of the people on it.
Manage day-to-day bank and payment partner operations
- Own the operational relationship with our banking and payment partners, including issue triage, escalations, and operational reviews, and personally work individual tickets yourself when the queue backs up or SLAs are at risk. Partner closely with the team that owns the strategic partnership on renewals and due diligence.
Operate the compliance programs that keep payments running
- Execute the day-to-day work behind Gusto's Nacha, unclaimed property, and bank compliance programs, and Payment Ops' portion of SOC 1 audits. Financial Services Compliance and Payroll Compliance own these programs; you're the operational partner who keeps documentation, controls, and evidence current and coordinates with them and GRC when new requirements land.
Drive incident response for payment operations
- When something breaks at scale, whether it's a failed batch, a reconciliation break, or a payment partner outage, you're in the investigation yourself, not just directing it. You keep stakeholders informed and drive the retro that prevents it from happening again.
Partner with Product and Engineering
- Bring the team's operational insight into product and engineering conversations. Flag risk early, weigh in on payment-related specs, and make sure operational needs are represented, without owning the product roadmap yourself.
Lead with AI
- Model and encourage the use of AI across the team, whether that's faster investigation, cleaner documentation, or automating repetitive work.
Here’s what we're looking for:
- 7+ years of hands-on experience in payment operations, banking operations, or treasury operations, including direct ownership of escalations, partner issues, or ticket queues, and 2+ years directly managing a team
- Deep working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and experience with international money movement is a strong plus
- Experience managing the operational side of a bank or payment partner relationship, including escalations, issue triage, and partner reviews
- Track record of operating within a compliance program (Nacha Risk Self-Assessment, SOC 1, unclaimed property, or similar), including audits and controls work
- Strong people leadership: you've hired, coached, and managed performance for a team of analysts or similar operational ICs
- Comfortable operating with real ambiguity and driving cross-functional work without needing a fully defined process
- AI-fluent: you use it as a genuine lever for yourself and expect your team to as well
- Nacha AAP or AFPP certification is a strong plus
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.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
Skills Required
- 7+ years of hands-on experience in payment operations, banking operations, or treasury operations
- Direct ownership of escalations, partner issues, or ticket queues
- 2+ years of direct team management experience
- Deep knowledge of domestic payment rails, including ACH/Nacha, wires, and RTP
- Experience with international money movement
- Experience managing bank or payment partner relationships, including escalations, issue triage, and partner reviews
- Experience operating within compliance programs, including audits and controls work
- Experience with Nacha Risk Self-Assessment, SOC 1, unclaimed property, or similar programs
- Experience hiring, coaching, and managing performance for analysts or similar operational employees
- Ability to operate with ambiguity and drive cross-functional work
- AI fluency and willingness to use AI tools in the role
- Nacha AAP or AFPP certification
What the Team is Saying
Gusto Compensation & Benefits Highlights
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Inclusive Benefits Coverage — Core medical, dental, and vision are described alongside family planning and fertility support, gender‑affirming care, and mental‑health resources. Feedback suggests the package is positioned to meet diverse needs rather than a one‑size‑fits‑all approach.
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Parental & Family Support — Paid parental leave, adoption assistance, a post‑parental return‑to‑work program, and family‑care supports are highlighted. These offerings indicate an emphasis on supporting growing families through multiple life stages.
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Leave & Time Off Breadth — Paid vacation, sick leave, bereavement, holidays, and sabbaticals are featured in company materials. Feedback suggests time‑away programs are a meaningful part of the overall package.
Gusto Insights
What We Do
Gusto is a modern, online small business 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. 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.
Why Work With Us
We help small businesses—the backbone of the economy—thrive. Everything we do ladders up to empowering entrepreneurs and supporting their teams. Gusto empowers builders at every level to take initiative and make things better. You'll be solving meaningful challenges that shape the future of work.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We’ve built an inclusive, connected culture—no matter where you live. Whether near an office or remote, you’ll find opportunities to connect, grow, and belong. Employees work from the office on 2 designated days per week.
