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 300,000 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:
This role is a unique opportunity to make a huge impact in helping scale Gusto’s CX capabilities through our third-party partners. The right candidate understands vendor operations and is an expert in breaking down the details of support workflows and helping create the business case to engineering to invest in tools that our partners will rely upon every day. The work you will do will be the foundation that our partner network will rely upon for years to come.
About the Team:
The Vendor Operations team extends the capabilities of our world-class CX organization. By working with partners that share our values, culture, and vision, we ensure our customers have the experience they expect when they connect with us.
Here’s what you’ll do day-to-day:
- Be the expert in end-to-end CX-related customer workflows
- Provide timely support to partner escalations
- Use your fluency in CX tools to create requirements that will bridge the gap between what our partners can do today and what they will be able to do tomorrow. Identifying these opportunities will be key to our ability to scale.
- Perform data analysis and execute data-informed initiatives to enhance operational performance by partnering with internal business partners (BizTech, IT, engineering, etc)
- Work with our vendor partners to test new functionality and scale the business
- Identify process and product-related roadblocks and work efficiently to remove them
- Be a central point of contact for all communications affecting vendor groups
- Create, implement, and maintain standard operating procedures (SOPs) that allow our vendor partners to excel at performing their workflows
- Drive daily and weekly syncs with vendors and internal stakeholders
Here’s what we're looking for:
- 3+ years of work experience in a customer experience role (ideally experience with contact center, program management, project management, and/or supporting a 3rd party vendor)
- Ability to travel internationally once per quarter to conduct in-person site visits
- Proven track record of delivering high-quality results in current role while also taking pride in driving operational efficiencies and process improvement
- Experience in root cause analysis, tools roadmaps, QA, and improving the customer experience
- Ability to influence others, oftentimes remotely
- Ability to manage multiple priorities and deadlines simultaneously
- Transmit and foster our values, serving as an example of Gusto RISE principles
- Bachelor's degree or equivalent real-world experience
Our cash compensation amount for this role is $85,000/yr to $111,000/yr in Denver & most major metro locations, and $103,000/yr to $133,000/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.
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.
What the Team is Saying
What We Do
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 300,000 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
When you join Gusto, you become part of a diverse and passionate community dedicated to empowerment, innovation, and providing meaningful solutions. Join us in building a world where work truly empowers a better life. Build with Gusto!
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Gusto Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
The workplace may be changing, but our team is stronger than ever. Whether you are near our offices (SF, Denver, NYC) or work remotely from one of our hub cities like LA or Las Vegas, we want employees to feel as productive and connected as possible!
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