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Head of Technical Product Operations

Gusto

Gusto

IT, Product, Operations
Denver, CO, USA · Orlando, FL, USA · Denver, CO, USA · Orlando, FL, USA · Las Vegas, NV, USA
Posted on Jul 25, 2024


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.

About the Role:

This is a leadership role reporting to our Head of Quality & Insights within CX Enablement. The Technical Product Operations team’s mission is to unlock technical opportunities for our partners to improve Gusto’s product experience, by leveraging a unique blend of product and process expertise. The TPO team is expected to have a clear and efficient process in place to prevent, prioritize and resolve bugs.

About the Team:

We're seeking a dynamic and experienced individual to join our team as the Head of Technical Product Operations (TPO). In this role, you will be responsible for designing the strategy for the TPO team, empowering Technical Product Operations Managers, partnering with CX, Sales, and EPD teams to identify, triage, and resolve bugs, and improving the process around identifying & resolving software issues at Gusto to deliver a better customer experience as we scale.

Here’s what you’ll do day-to-day:

  • Technical Product Operations Strategy:
    • Develop and Implement a Technical Product Operations Strategy: Develop a strategic vision for Technical Product Operations that is aligned with organizational goals and objectives and focused on improving the quality of our product for both Customers and internal Employees.
  • Daily Operations:
    • Evaluate Technical Product Operations Effectiveness: Establish a robust set of KPIs to measure the effectiveness of the Technical Product Operations team’s impact.
    • Collaborate with Stakeholders: Partner with cross-functional teams, including customer service leadership, sales, engineering, IT, product operations, CX Enablement teams and product, to align expectations, establish feedback loops and track progress against quality goals.
    • Continuous Improvement: Identify gaps in product or process through your team’s daily operations in identifying and remediating product bugs. Communicate effectively and succinctly with key stakeholders to drive improvement.
  • Team Empowerment:
    • Manage Technical Product Operations Managers: Lead and supervise a team of Technical Product Operations Managers. Provide guidance, direction, and support to them, ensuring alignment with key objectives and delivery of impact.
    • Foster a culture of engagement and excitement to deliver impact for Customers and Employees through cross-functional relationships.

Here’s what we're looking for:

  • Bachelor's degree
  • 5+ years of experience in leading in product operations, with a focus on technology
  • Proven leadership experience, including managing and developing high-performing teams.
  • Experience establishing effective feedback loops with multiple stakeholders that drive business outcomes.
  • Demonstrated ability to achieve business objectives through cross functional relationships.
  • Ability to clearly communicate at all levels of the organization.
  • Experience leading and managing distributed teams.
  • Adaptable and good at context switching. You’re comfortable flexing between strategy and execution.
  • Demonstrated ability to synthesize information - transform multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives.
  • Desire to be a hands-on leader who enjoys complex problem solving.

Our cash compensation amount for this role is targeted at $155,000 - $183,000/yearly in Denver, Orlando, and Las Vegas. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.


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). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.


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 require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.