Group Operations Manager

About the Role:

Gusto is seeking a People Empowerer for our Group Fulfillment team. We are looking for natural leaders who are passionate about delivering our core product offering while improving workflows and creating efficiency gains in an ever-changing environment. You will lead a team by empowering and enabling your team members to deliver on our customer promise.

This position is very hands-on with an emphasis on coaching, research and analysis, excellent communication skills, and workflow management.  You must also possess and take pride in a high attention to detail, organization, and task management while being comfortable working in a fast-paced, deadline-driven business environment. An ideal candidate for this role can excel in both the day to day tactical requirements as well as driving longer term strategic objectives.

About the Team:

The Fulfillment team within the Benefit Operations org is at the core of providing services that give our customers peace-of-mind. The Group Fulfillment team exists to ensure impeccable delivery of key customer needs by working directly with our health insurance carrier partners to ensure timely and accurate coverage for our customers. We are looking to invite a high energy, results-oriented, and inspirational operations leader with the ability to work well and influence cross-functionally!

Here’s what you’ll do day-to-day:

• Directly manage a team of about 15 Ops Specialists focusing on team operations, quality, and performance. 
• Foster a culture of engagement to bring out customer driven results where Gusties feel empowered to put customers first, and develop their careers within the organization.
• Ensure that group level insurance requests are processed timely and accurate within our agreed upon SLAs.
• Directly responsible for execution of monthly, quarterly and annual objectives and metrics.
• Deliver results through a coaching approach to develop and drive key IC behaviors and performance indicators.
• Deliver improvement in key metrics focusing on team efficiency in processing and quality output.
• Partner with Compliance, Product, Engineering, Advising, Advocate and CIO teams to become skilled in processing any changes that may impact the benefit processes on behalf of our customers.
• Conduct root cause analysis on systemic Fulfillment issues and construct action plans to address
• Serve as an escalation point for members of your team with the ability to partner with key stakeholders across the organization.
• Leader of change management in planning and facilitating team-wide improvement to the customer and Gustie experience.

Here’s what we're looking for:

• 2-3+ years of operational leadership experience.
• 3+ years Benefits and/or Operations industry experience.
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies.
• Experience with change management including ability to inspire and create vision that drives buy-in and connection to broader company goals and/or initiatives.
• Ability to think globally and strategically, influencing change across multiple business units and functions.

Our cash compensation amount for this role is $74,285/year to $91,000/year in Denver, Chicago, and Las Vegas and $69,390/year to $85,000/year for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.