About Gusto
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.
About the Role:
The L4 Tax Resolution leader will lead a payroll and tax-focused organization that oversees multiple initiatives and processes by empowering and enabling your team to effectively drive business areas forward. We’re looking for someone passionate about coaching teams and providing the best customer experience, translating functional plans into operational processes and driven to improve workflows and create efficiency gains for scale.
Guiding and leading the team through executing thousands of critical operational tasks accurately and on time, while collaborating cross-functionally in a positive environment are key components to success in this role.
About the Team:
The Tax teams within the Payroll Operations org are at the core of providing services that give our customers peace of mind. The Tax Resolution team is within the Payroll Operations org and is at the core of providing services that give our customers peace of mind. Tax Resolution exists to ensure impeccable delivery of key customer needs. We are looking to invite a high-energy, results-oriented, inspirational Tax Resolution leader with a proven ability to work well and influence cross-functionally to scale our Tax teams!
Here’s what you’ll do day-to-day:
- Cultivate a culture of engagement and customer-centricity, encouraging team members to prioritize customer needs along with developing professionally within the organization.
- Develop and manage operational initiatives and translate functional plans into processes to enhance notice resolution and achieve operational excellence.
- Drive strategic initiatives to enhance the notice resolution experience for Gusto's customers, leveraging emerging technologies and implementing systems for operational excellence and superior customer outcomes.
- Lead and empower a team of individual contributors to manage operational initiatives and drive operational excellence in notice resolution. Translate functional plans into effective processes to improve the overall customer experience.
- Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction.
- Execute financial, business and workforce planning to take ownership of quarterly and annual objectives.
- Champion change management efforts to plan and implement organization-wide improvements that elevate the customer experience.
- Collaborate and partner cross-functionally across onboarding, product, and compliance teams to streamline Tax team operations and increase efficiency,
- Proactively seek and incorporate regular internal and external customer feedback to drive continuous process improvements and optimize the notice resolution experience for customers.
Here’s what we're looking for:
- 3-5 or more years management experience overseeing multiple work streams in tax and compliance related functions
- 5 or more years of operations experience with a track record of driving operational efficiencies while adhering to a customer-first mentality.
- Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
- Ability to think globally, have experience and ability to give input on current processes and influence change across business units.
- Customer-first mentality and a first-principle-thinking approach to innovating in delivering a world-class customer service experience
- Thrives in a fast-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis that could impact the immediate team and influence methods
- Bonus points for experience within the payroll and tax industry along with tax compliance and HCM.
Our cash compensation amount for this role is $92,245/yr to $119,919/yr in Denver & most major metro locations, and $111,835/yr to $145,386/yr 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. 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.
What the Team is Saying
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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