Gusto
Gusto simplifies HR, payroll & benefits for modern businesses.
Denver, CO
Hybrid

Senior Leader of New & Renewed Customer Onboarding

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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 100,000 businesses nationwide.

The Customer Onboarding organization is passionate about using innovative technology and service to set customers up for success with health benefits. Our team strives to positively influence businesses and employees throughout the United States. By seamlessly managing health benefits, we enable our customers to focus on their businesses while we make key moments (onboarding and renewal) effortless.

Gusto is seeking a senior leader for our New and Renewed Onboarding teams who is passionate about providing small business owners with the best customer experience in the world while improving workflows and creating efficiency gains in an ever-changing environment. You will lead an insurance operation organization by empowering and enabling your direct managers to effectively drive their business areas forward. 

Here’s what you’ll do day-to-day:

  • Foster a culture of engagement and excitement to bring out customer driven results where Gusties feel empowered to put customers first, and develop their careers within the organization.
  • Lead CX strategic direction for Gusto’s benefits onboarding customers including identifying emerging technologies and implementing systems to ensure operational excellence and in turn exceptional customer outcomes.
  • Directly responsible for execution of quarterly and annual objectives.
  • Leader of change management in planning and facilitating organization-wide improvement to the customer experience.
  • Scale the Customer Onboardings teams by increasing team efficiency and working cross-functionally with sales, product and engineering teams.
  • Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience.
  • Empower a team of managers and individual contributors

Here’s what we're looking for:

  • 6-8-10 years minimum of people management experience in CX and technology
  • 2+ years leading other managers, setting strategic vision, and empowering high-performance teams
  • BA/BS Degree in a related discipline or equivalent experience.
  • Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
  • Ability to think globally and strategically, influencing change across multiple business units and functions
  • Customer-first mentality and a first-principle-thinking approach to innovate in delivering world class customer onboarding 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
  • Bonus points for experience with the US health industry/small group health

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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What are Gusto Perks + Benefits

Gusto Benefits Overview

Taking care of our people is just as important as taking care of our customers. We offer competitive total compensation packages with an emphasis on equity, along with many other great benefits, some of which are included below!

Medical, dental, and vision:
Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources.

Time off:
Gusties are encouraged to take the time off they need to continue doing great work.

Inclusive healthcare:
Fertility benefits, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more.

Free meals and refreshments:
If you work at one of our offices, enjoy food, drinks, and snacks— on us. Conversation and community is an added bonus!

Sabbaticals:
Celebrate 5 or 10 years at Gusto and take a month off to recharge.

Stipends:
Take advantage of monthly internet, phone, and wellness stipends. Enjoy commuter or remote work stipends, along with and cash for your Gusto anniversaries!

Culture
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Remote work program
Gusto hires in various locations across the United States, including some specific remote locations. Gusto offices operate on a hybrid model, including some work from home days each week.
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Gusto provides a benefit designed to support your unique parenthood journey. The benefit is not health insurance, but rather provides resources to make family forming more accessible to everyone.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Free daily meals
If you work at one of our offices, enjoy food, drinks, and snacks— on us.
Free snacks and drinks
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within

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