Senior Benefits Services Team Leader

Summary

Join Gusto's Benefits Services team as a dynamic leader to empower a team of support team leaders and scale operations to support millions of members. You will be responsible for the experience of tens of thousands of SMBs on the Gusto platform, leading multiple teams, empowering Gusties, and driving operational excellence. The role involves fostering a culture of engagement, leading CX strategic direction, executing quarterly and annual objectives, leading change management, soliciting customer feedback, and working cross-functionally. Gusto offers competitive cash compensation, physical office spaces in Denver, San Francisco, and New York City with a hybrid work model, and a commitment to diversity and inclusion.

Requirements

• 5+ years of leadership experience, preference for experience leading leaders : setting strategic vision, and empowering high-performance teams
• 3 years people management experience in CX and technology
• Proven experience working in Healthcare Benefits environments
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies

Responsibilities

• 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
• Empower a team of leaders and roughly 50 individual contributors and 4-5 team leaders
• Lead CX strategic direction for Gusto’s customers, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn exceptional customer outcomes
• Responsible for the execution of quarterly and annual objectives
• Leader of change management in planning and facilitating organization-wide improvement to the customer experience
• Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience
• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience

Benefits

• Our cash compensation amount for this role is $119,185/yr to $154,941/yr in Denver & most major metro locations, and $140,410/yr to $182,533/yr for San Francisco & New York
• Gusto has physical office spaces in Denver, San Francisco, and New York City
• Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role)