Tax Operations Manager, Tax Credits

About the Role:

At Gusto, the Tax Credits team is on a mission to empower small businesses by unlocking valuable savings through tax credits and grants. Operating like a “mini startup” within the company, we are a team driven by deep customer empathy, domain expertise, and a relentless desire to innovate. If you’re passionate about solving big problems, driving operational strategy, and making a tangible impact on small business owners’ lives, we’d love to have you on our team.

This role will manage one of the operational teams for Gusto Tax Credits, and is responsible for leading the operational delivery of tax credits: ensuring every customer credit is delivered accurately, on time, and with exceptional experience. Your talents will be instrumental in developing operating processes that empower our customers and internal teams, and creating a strong foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America.

About the Team:

The Tax Credits team is on a mission to democratize tax credits and grants.  We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success.

The Tax Credits Operations team is a collaborative team who are passionate about tax credits. We’re a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience and build the best version of Gusto for our customers.

Here’s what you’ll do day-to-day:

• Operational Leadership
  • Manage, coach, and develop operators delivering all customer tax credits
  • Monitor and manage pipeline health, turnaround times, quality metrics (e.g. NPS, CSAT, CES, DQ rates)
  • Demonstrate strong decision-making, collaboration, and leadership through change, unforeseen issues or escalations
  • Act as a player-coach when needed (e.g. during seasonal peaks) to ensure delivery continuity, customer empathy, and depth of subject matter expertise
  • Lead by example and inspire operational innovation - e.g. personally demonstrate AI adoption and inspire others on the team to learn
• Operational Rhythm & Alignment
  • Run effective meetings, operational check-ins, and cross-functional communications
  • Partner with Ops leaders + Data to maintain performance metrics and achieve OKRs
  • Inform or drive execution of cross-functional initiatives spanning across Ops, Product, GTM, Compliance, and Data teams

• Seasonal & Cyclical Execution
• Lead and deliver high-volume seasonal projects (e.g., amendments, substantiation reports) that drive measurable business impact
• Support and collaborate on recurring (e.g. quarterly) rituals at the team level: planning, performance reviews, all-hands
• Anticipate seasonal spikes and adjust process, tools, and bandwidth accordingly

• Continuous Improvement
• Proactively identify and address operational risks. Help the business ‘see around corners’ to scale while remaining compliant with the latest tax laws
• Design and implement process changes to improve efficiency, accuracy, and scale
• Align operational readiness with product launches and GTM strategies

• Customer Advocacy
  • Aggregate and share customer insights to influence product, strategy, and execution in a way that solves and prevents customer pain
  • Partner with Product to close high risk or trending feature gaps and improve customer experience

Here’s what we're looking for:

• 6+ years of relevant work experience at growing startups in operating roles (i.e., product operations, project/program management, and/or consulting. 5+ years experience in tax or 3+ years in tax credits, 2+ years in managing teams.
• Experience scaling service strategy alongside growing SaaS products, to include incubating products, building and managing product betas, and/or integrating new products into a scalable best-in-class service model
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement 
• Strong results-orientation and direct experience in pulling and utilizing data to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them.
• Excellent written and verbal communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences

Our cash compensation amount for this role is $126,810 to $149,000/yr in Denver, $146,940 to $180,000/yr for San Francisco, Seattle & New York, and $137,870 to $162,000/yr for Los Angeles. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.