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 300,000 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.

We’re looking for a passionate leader of change management in planning and facilitating organization-wide improvement to the customer experience. You will scale the Tax Filing Compliance team by increasing team efficiency and working cross-functionally throughout CX, product and engineering teams.

The Tax Filing Compliance team within the Payroll Operations org is at the core of providing services that give our customers peace-of-mind. Payroll Operations exists to ensure impeccable delivery of key customer needs. There are thousands of critical operational tasks that are completed for our customers accurately and on time, every time, in a proactive and scalable manner. It’s a small, tight, fun group that works hard and laughs a lot. No egos here — we collaborate and help each other out in a positive environment.

Here’s what you’ll do day-to-day:

• 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.
• Lead strategic direction for Gusto’s payroll customers including identifying emerging technologies and implementing systems to ensure operational excellence and in turn exceptional customer outcomes.
• Directly responsible for execution of quarterly and annual objectives.
• Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience.
• Provide support to Tax Filing Compliance Gusties, managing the day to day compliance of our Tax Filing and Payment platform, supporting over 300k Customers.
• Assist in the negotiation and/or administration of tax filing and deposit requirements based on Federal, State, and Local Tax Agency requirements.
• Assist Tax Filing Compliance Gusties with the review of complex tax filing and deposit requirements to ensure customer experience and Gusto’s presence in the market as a leading service provider.
• Pursue and promote total client satisfaction by proactively establishing a sound business relationship between Federal, State, and Local tax agencies and Gusto.
• Translate and prioritize tax filing compliance obligations and requirements, partnering with cross-functional teams to ensure results.
• Monitor, review, and catalog legislative initiatives; and, understand the potential impact for customers and Gusto.
• Interact with appropriate business areas for execution of agency requirements for all sizes of development effort.
• Identify through interaction with all levels of organization positive and negative trends with agency and customer impact in order to provide details for strategic conversations to drive change.
• Assist with analysis for compliance changes and assess system impacts.
• Ensure transactions and resolution are executed timely and without impairing customer service or causing financial exposure to Gusto or our customers.

Here’s what we're looking for:

• 7 - 10 years minimum of people management experience in CX and technology
• 2+ years leading other managers, setting strategic vision, and empowering high-performance teams
• BA/BS degree in a related discipline or equivalent experience preferred
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Ability to think globally and strategically, influencing change across multiple business units and functions
• Customer-first mentality and a first-principle-thinking approach to innovate in delivering a world class customer service experience
• Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis
• Bonus points for experience within the payroll industry
• Bachelor’s Degree or its equivalent with a Major Area of Concentration in Business, Finance, Computer Sciences, Industry
• Prior experience working with Federal, State or Local government
  

Our cash compensation amount for this role is targeted at $125,000-$155,000 in Denver. Final offer amounts are determined by multiple factors including candidate location, 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 accommodations@gusto.com.