Vendor Operations Program Manager

Summary

Join Gusto's Vendor Operations team as an expert in CX workflows and partner support. You will be instrumental in scaling Gusto's CX capabilities through third-party partners. This role requires expertise in vendor operations, support workflows, and creating business cases for engineering investments. You will analyze data, enhance operational performance, test new functionality, and identify process roadblocks. The ideal candidate possesses 3+ years of customer experience, proven results in operational efficiency, and experience in root cause analysis. Gusto offers competitive compensation, flexible work arrangements, and a collaborative work environment.

Requirements

• 3+ years of work experience in a customer experience role (ideally experience with contact center, program management, project management, and/or supporting a 3rd party vendor)
• Ability to travel internationally once per quarter to conduct in-person site visits
• Proven track record of delivering high-quality results in current role while also taking pride in driving operational efficiencies and process improvement
• Experience in root cause analysis, tools roadmaps, QA, and improving the customer experience
• Ability to influence others, oftentimes remotely
• Ability to manage multiple priorities and deadlines simultaneously
• Transmit and foster our values, serving as an example of Gusto RISE principles
• Bachelor's degree or equivalent real-world experience

Responsibilities

• Be the expert in end-to-end CX-related customer workflows
• Provide timely support to partner escalations
• Use your fluency in CX tools to create requirements that will bridge the gap between what our partners can do today and what they will be able to do tomorrow. Identifying these opportunities will be key to our ability to scale
• Perform data analysis and execute data-informed initiatives to enhance operational performance by partnering with internal business partners (BizTech, IT, engineering, etc)
• Work with our vendor partners to test new functionality and scale the business
• Identify process and product-related roadblocks and work efficiently to remove them
• Be a central point of contact for all communications affecting vendor groups
• Create, implement, and maintain standard operating procedures (SOPs) that allow our vendor partners to excel at performing their workflows
• Drive daily and weekly syncs with vendors and internal stakeholders

Benefits

• Our cash compensation amount for this role is $85,000/yr to $111,000/yr in Denver & most major metro locations, and $103,000/yr to $133,000/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)
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required