Top Operations & Support Jobs in CO

Leads a payroll and tax customer support team, coaching representatives, monitoring performance metrics, improving customer experience, and driving scalable processes. Partners cross-functionally with product and other teams to reduce inquiries, enhance tools, and support retention and growth. Uses data and AI to improve efficiency, develop employees, and implement organizational change in a regulated support environment.

Leads Gusto’s Escalation Services team for high-visibility benefits and access-to-care cases while redesigning intake, triage, routing, root-cause analysis, reporting, and automation. The role manages specialists, handles executive escalations, establishes operational KPIs, partners cross-functionally on systemic fixes, and develops an AI-enabled escalation roadmap to improve resolution speed, service quality, and scalability.

Manage customer offboarding for 401(k) plan terminations and provider transfers through phone and email. Coordinate complex workflows across Operations, Compliance, Finance, Product, and Engineering; investigate issues, resolve escalations, manage support queues, and maintain quality and response benchmarks. Identify customer trends, recommend process improvements, handle sensitive conversations empathetically, and use customer service platforms and AI tools to deliver efficient support.

Workforce Management Analyst responsible for multi-department scheduling, intraday staffing decisions, queue and skill routing, performance analysis, dashboards, and WFM automation. The role partners with operations leaders and vendors, administers WFM and routing tools, responds to real-time alerts through PagerDuty, and drives actionable insights and staffing improvements. AI fluency, scripting, analytics, and contact center WFM expertise are central to the position.

Own inbound customer inquiries via phone (with email/chat flexibility), research complex benefits questions, collaborate cross-functionally to influence product, meet quality/productivity standards, and support peak-season overtime and blackout PTO periods.

Provides Tier 2 phone and email support for complex 401(k) and IRA participant inquiries. Manages escalated cases, prioritizes support queues, protects sensitive information, and collaborates with Sales, Engineering, Operations, and Legal. Identifies customer trends and recommends product and process improvements while maintaining quality, response-time, and resolution benchmarks.

Lead design and execution of AI-enabled workforce management forecasting, capacity planning, and data pipelines for CX. Build governance, dashboards, and predictive models, partner cross-functionally, monitor real-time alerts (PagerDuty), and provide staffing and hiring recommendations to optimize contact center operations.