About the Role: The Head of Implementation - Benefits will lead the strategy, design, and execution of our customer onboarding programs, ensuring value-add experiences for all benefits customers. This person will be responsible for establishing standards, policies and procedures to evaluate the effectiveness and efficiency of customer experiences, provide insights to business operations and drive improvement through close collaboration with Customer Experience teams, Learning & Development, Knowledge Management and Product Operations.
As the Head of Implementation - Benefits, you will have the opportunity to shape and scale a high-performing organization, while driving transformational change to meet customer demand.
About the Team: This is a leadership role reporting to our Head of Benefit Operations within CX. Gusto's CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.
Here's what you'll do day-to-day: Build, develop, and lead high performing, operational teams committed to delivering excellence for our benefits customers. Direct the daily operational workflows and journeys for our Benefits Operations with CX, including ensuring emerging technologies and enhanced workstreams are aligned with Gusto's operational goals and business outcomes. Drive performance excellence amongst the teams, translating to exceptional customer outcomes. Uses performance metrics and key business indicators to achieve our Benefits department goals, CX goals, and Gusto OKRs. Work collaboratively and cross-functionally with all partners that drive benefits success; primarily Engineering, Product, Design, shared services teams, carriers and external vendors. Directly responsible for the service delivery model strategy and operational execution for key benefits customer journeys using first principles and critical thinking pathways. Leader of change management in planning and execution - leading from the front. Fosters a culture of engagement, excitement to deliver customer-centric results, and empowerment for our Gusties to learn, develop, and do the best work of their lives. Solicit regular internal and external customer feedback to lead continuous improvements to the customer and Gustie experience. Empower a team of senior managers (leaders of leaders) Here's what we're looking for: 10+ years of leadership experience in CX, operations, and/ or technology. 5+ years managing senior leaders and high-performing teams. Customer-first mindset with a strategic approach to innovating and delivering exceptional customer experiences. Proven success in driving customer satisfaction while improving operational efficiencies. Expertise in change management and workflow optimization in dynamic, fast-paced environments. Metrics-driven leader with a global and strategic perspective. Demonstrated ability to influence change across multiple business units. Strong decision-making skills, using data to drive measured, objective outcomes. Proactive leader who drives initiatives and takes ownership of results. Thrives in a fast-growing, constantly evolving environment. Bachelor's degree or equivalent experience. Our cash compensation amount for this role is $148,000 - $185,000/yearly in Denver, Las Vegas and Orlando, and $174,000 to $218,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
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