Product Operations Manager

Summary

Join Gusto as a strategic, customer-focused leader to leverage customer feedback and operational key metrics. You will develop actionable insights and strategies shaping our product and service, positively impacting customer satisfaction. Collaborate with Product, Engineering, Design, and Customer Experience teams on strategic and operational initiatives. Understand our product and service experience intimately, integrating customer support considerations into company decisions. Lead product launches, ensuring readiness and delivering post-launch insights. Provide business insights and recommendations based on data to influence product and service roadmaps. Identify and drive cross-functional initiatives delivering value for customers and Gusto. Contribute to advancing Product Operations at Gusto.

Requirements

• 6+ years of relevant work experience in operating roles at growing startups, biz ops / strategy roles, product operations, project/program management, and/or consulting with “classical” business problem solving training
• Proven experience scaling service strategy alongside growing SaaS products, to include incubating new products, running betas, and integrating new product development with a scalable, best-in-class customer service experience
• 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
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs
• Excellent oral and written communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement - always looking to improve upon the status quo
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete
• Deep empathy and obsession for our small business customers. A deep passion for helping others

Responsibilities

• Shape and support product development and its integration into service strategy for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product Management, and Customer Experience teams
• Understand our product and end-to-end service experience and organizations in intimate detail, including internal and external pain points and feedback. Collaborate to ensure customer support considerations are integrated into broader company decisions
• Lead and partner on product launches between Product Management and Customer Experience (CX) teams to ensure readiness and deliver insights post-launch to ensure a positive experience for customers and internal teams
• Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps
• Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences
• Hypothesis-driven problem solving to drive our business
• Contribute to advancing the Product Operations craft at Gusto and up level the work of the team

Benefits

Our cash compensation amount for this role is $119,000/yr to $147,000/yr in Denver & most major metro locations, and $139,000/yr to $181,000/yr for San Francisco & New York