About the Role:

Gusto is seeking a leader to join our rapidly scaling, service-minded Benefits Transfers operation. Our team is passionate about helping small business owners by delivering a world-class customer experience and acting as trusted advisors to their business.

Gusto is seeking a leader for our Benefits Transfers team who is passionate about providing small business owners and their employees with the best customer experience. You will lead an insurance operation organization by empowering and enabling your individual contributors to effectively drive their core work forward.

About the Team:

The Benefits Transfers team is passionate about using innovative technology and service to set customers up for success with health benefits. Our team strives to positively influence businesses and employees throughout the United States. By seamlessly managing health benefits, we enable our customers to focus on their businesses while we make key moments (insurance onboarding) effortless.

Here’s what you’ll do day-to-day:

• Lead a post-sales employee benefits onboarding team of passionate individuals and support their daily activities.
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback.
• Understand your team’s performance and coach your individuals to meet or exceed their performance goals.
• Use scalable systems and metrics to monitor and improve the customer experience driving loyalty, retention and growth.
• Understand and communicate the company initiatives, OKRs, and metrics used to measure growth and performance in customer support.
• Use data to shed light on how we can improve our tools and processes as we scale.
• Effectively manage an omni-channel environment (outbound and appointment-based inbound phone/video call, inbound and outbound email) ensuring customer's needs are met where they need us most.
• Be a culture ambassador by living Gusto’s values and leading by example.

Here’s what we're looking for:

• Minimum of 3 to 5 years of experience leading teams of individual contributors.
• Background in customer onboarding/implementation or working for an insurance carrier or health insurance brokerage required.
• Deep understanding of customer experience contact center and/or customer operations metrics, best practices, and tools.
• Demonstrated success in continuous process improvement.
• Loves creative problem-solving to dissolve roadblocks.
• Experience using data to build new processes and improve existing ones.
• Ability to hire, coach and retain top talent in a highly complex and regulated customer-facing operations environment.
• Bachelor’s degree preferred but not required.

Our cash compensation range for this role is $92,000/year to $113,000/year in Denver, Las Vegas, and Orlando. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.