Head of Technical Product Operations

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.