Global Workforce Management Lead

| Greater Denver Area
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Global Workforce Management Lead 

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. Beyond 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 100,000 businesses nationwide.

The Operational Excellence team focuses on scaling our growing Customer Experience (CX) organization -- ensuring our customers continue receiving the fast, warm, and sophisticated experience that they have grown to love. As we expand the CX team, we’re seeking an experienced workforce management (WFM) leader to build out our WFM capability across teams and locations. As the leader of this function, you will also partner with our CX leadership team to develop actionable workforce plans and drive workforce decisions.

Here’s what you’ll do day-to-day:

  • Define and execute the WFM strategy across all CX teams, multiple offices and third party partners
  • Empower and continue building a team of high-performing WFM experts
  • Engage with the broader Customer Experience organization to drive a continuous optimization approach across WFM processes
  • Lead end to end cycle of workforce planning, forecasting, scheduling 
  • Identify, collect, track and improve key performance metrics to manage and improve CX team performance
  • Engage cross-functionally to provide data-based recommendations around Gusto’s workforce and hiring plans

Here’s what we're looking for:

  • Minimum 10+ years leading a workforce management or operations function
  • In-depth expertise in forecasting, scheduling and capacity planning
  • 5-8 years experience working with CRMs & telephony platforms
  • Minimum of BA/BS education

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. 

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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks

Location

1201 16th St, Suite 350 , Denver, CO 80202

What are Gusto Perks + Benefits

Gusto Benefits Overview

We believe in taking care of you...

In order to do the best work of your life, it is important that you are valued and taken care of. At Gusto, we value our employees above all else and are committed to continually seeking out new ways to foster their well-being. Our values drive how we work and also how we design our benefits program.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
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