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Insights & Operations - Members Segment Chief of Staff

Company: Gusto
Location: San Francisco
Posted on: June 12, 2021

Job Description:

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

Our Head of Members, a senior leader accountable for outcomes across Product, Engineering, and our Business teams, is looking for a strategic partner. You will think daily about our 1 million+ Gusto Members along with this team of cross-functional leaders. You'll join a world-class Insights and Operations team, balancing strategy, operations, and special projects to create a world where work empowers a better life.

You are a creative systems thinker obsessed with operational efficiency. You have strong business acumen and/or first-hand experience building products that delight, and are looking to round out your experience by working closely with a dynamic leader and cross-functional leadership team. Your insights will enable us to 1) deliver software and service experience that will win and meet the needs of our 1 million+ Gusto Members, 2) launch new and monitor existing initiatives that help their small business clients and take care of finances and people, and 3) internally, spearhead right-sized operations to track and improve execution.

We'll count on you to dive deep to solve our hardest business problems -- from diagnosing issues to devising recommendations to influencing and executing to get it done. You will work across functions, including Product, Engineering, Design, Finance, Data Science, Revenue, Customer Experience teams and more to better understand friction points in our business, solve them, and build for scale. You will leverage those partnerships to drive progress on key initiatives, Segment projects and programs, and provide effective alignment on behalf of the Segment Leads and their extended leadership team.

You will also zoom out broadly, owning processes for strategic planning and decision making, budgeting, operations, and metrics for the Segment you support. You will facilitate and drive Segment Leadership in building a high-performing, representative and inclusive working team. You will ensure that Segment operations run effectively and that the Segment is driving results to plan with accountability.

We're looking for a force multiplier. Does this sound like you? Read on!

Here's what you'll do:

  • Define data-driven business strategies to support customers that span technical requirements, go-to-market plan, and needs internal to Gusto.
  • Run operating cadence; analyze business performance, metrics, and strategic project outcomes to deliver insights and recommendations and influence decision making with the Members leadership team.
  • Deep dive into special projects, dig into root causes, and collaborate across teams to drive sparkling execution. Success means you'll navigate the interplay of product/technical teams AND can speak to what a customer-facing CX/Sales Gustie's day-to-day interactions look like.
  • Stellar program management: identify, develop, and manage programs for company-wide initiatives, such as customer and revenue growth acceleration.
  • Identify and build new capabilities to help us test new ways of operating.
  • Go deep and help leadership and our operators as opportunities arise; help us scale.

Here's what we're looking for:

  • 7+ years of relevant work experience in analytical, operating roles at growing startups, product or biz ops roles, and/or consulting with business problem solving training
  • Leaders who deeply understand the art and science of program management and business operations.
  • Proven process improvement experience and love making things more efficient - arranging tough problems into digestible pieces is intuitive to you
  • Specialty is creating programs from the ground up, which includes designing solid processes and preparing businesses to scale.
  • Pulse-checker: The person who keeps all the trains on the tracks and the clear communication flowing, bringing new and tenured Gusties on the journey so value to customers is not lost due to inefficiencies
  • Culture carrier: Passionate about people empowerment, boosts team morale when things get tough, and recognized mentor and leader; understands influence without authority
  • Deep empathy and obsession for our small business customers
  • Grit, hustle, and ability to flex into problems at all altitudes - you collaborate as effectively with engineers as you do with our CMO, influencing outcomes at all levels within the organization
  • A deep passion for helping others

Our cash compensation amount for this role is targeted at $103,000 to $151,000 per year in Denver & most remote locations, and $124,000 to $178,000 per year for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at



Keywords: Gusto, San Francisco , Insights & Operations - Members Segment Chief of Staff, Other , San Francisco, California

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