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Manage a portfolio of high-value customers as a dedicated service advisor and product expert. Provide expert payroll and benefits support through phone, email, and video meetings; build customer relationships; identify and mitigate churn risk; resolve complex issues; educate customers on product features; collaborate cross-functionally; and advocate for customer and product improvements. Use AI-assisted tools responsibly to improve research and communication while maintaining accuracy, empathy, privacy, and compliance.

Own CX data infrastructure, including pipelines, data models, governance, monitoring systems, and Streamlit dashboards. Apply advanced statistics and AI-assisted anomaly detection to identify customer experience opportunities and performance issues. Partner with CX leaders, data science, engineering, and Salesforce teams to define metrics, answer causal questions, and guide operational decisions. Establish data quality standards, validate AI-generated outputs, communicate insights clearly, and mentor data practitioners.

Own brand and motion design from concept through delivery across product launches, campaigns, events, product education, and digital channels. Develop brand systems, motion guidelines, templates, and workflows that support consistent production. Direct and evaluate AI-generated creative work, establish quality standards and guardrails, and collaborate with creative, marketing, product, and growth partners to maintain a cohesive, human brand.

As a Senior Data Scientist, the role involves leveraging data analysis, experimentation, and statistical methods to influence business decisions and enhance Gusto's product performance, while mentoring team members.

Design, build, test, and scale Gusto’s payments infrastructure and platform. Make architectural decisions focused on fault tolerance, scalability, and modularity; modernize Ruby/Rails and TypeScript/React systems; collaborate across engineering, product, design, data science, and operations; deliver software supporting millions of businesses; and mentor fellow engineers.

Provide dedicated support and advisory services to Gusto small-business customers, handling payroll, benefits, 401(k), and HR inquiries. Resolve customer issues, onboard and guide customers, escalate complex problems to engineering or product teams, maintain accurate account records, and meet performance and satisfaction metrics. Work collaboratively with internal teams and use AI tools relevant to the role to increase efficiency.

Own the full sales cycle for Gusto’s PEO offering, from prospecting and discovery through demos, complex stakeholder navigation, and closing. Sell to net-new prospects and existing payroll customers, build broker and accountant referral channels, manage Salesforce pipeline and forecasting, and serve as a PEO subject matter expert. Leverage AI in daily sales workflows, collaborate cross-functionally, and help build the company’s founding PEO sales motion.

Build and lead operations for Gusto’s carrying broker-dealer from the ground up. Establish policies, procedures, controls, and scalable work plans for money movement, trade clearing, reconciliations, remediation, and regulatory reporting. Resolve complex operational exceptions, maintain audit-ready compliance controls, collaborate with Engineering, Product, Legal, Compliance, FinOp, Accounting, and FP&A, and hire and develop an AI-native operations team.

Lead and develop the Money Movement engineering team responsible for reliable, compliant payment execution across ACH, wires, real-time payments, checks, international, and stablecoin rails. Manage hiring, coaching, technical execution, on-call ownership, SLOs, and error budgets for tier-one systems. Drive migration from the monolith to a standalone Payments Service with clean API contracts, collaborate with product and operational stakeholders, and contribute hands-on through code reviews and programming when needed.

Manage GRC initiatives covering security policies, SOC 2 Type 2, IT controls, data governance, internal risk assessments, remediation, and third-party vendor risk. Own trust management platforms, automate controls and evidence collection with AI, coordinate external audits and client security assessments, monitor compliance frameworks, and partner across Legal, Security, Engineering, Sales, and IT to improve scalable processes and employee awareness.