Product Operations Manager

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 200,000 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.

Are you looking for an opportunity to transform a business? Gusto is looking for a strategic, customer-focused leader to leverage customer feedback and operational key metrics to develop actionable insights and strategies that shape our product and service, and positively impact customer love.

Working with the Product, Engineering, Design and Customer Experience teams, you will be expected to tackle both highly strategic and deeply operational initiatives to deliver value for customers and Gusto. You’ll be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative.

Product Operations at Gusto is made up of 28 committed, creative, collaborative people who care deeply about our mission to empower small and mid-sized businesses and their employees. We’re a cross-functional bunch focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience; Gusto is listening to, synthesizing and acting on customer and front-line team feedback; and that cross-functional teams are collaborating and swimming together to build the best version of Gusto for our customers.

What it is like to Work with Gusto

Here’s what you’ll do day-to-day:

• Shape and support product development for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product Management, and Customer Experience teams.
• Understand our product in intimate detail, including internal and external pain points and feedback.
• Facilitate product launches between product and customer experience teams including designing and implementing service delivery models for new products. 
• Work closely with cross-functional stakeholders to ensure Customer Experience team readiness for product changes and deliver insights post-launch to ensure a positive experience for customers and internal teams.
• Provide business insights and recommendations based on data to influence strategy, operational design and product roadmap.
• Identify and drive cross-functional initiatives that will deliver value for customers and Gusto.
• Contribute to advancing the Product Operations craft at Gusto and uplevel the work of the team. 
• Get your hands dirty and troubleshoot issues that arise.

Here’s what we're looking for:

• 5+ years of relevant work experience in product development, operating roles at growing startups, biz ops roles, technology, and/or consulting.
• 2+ years experience functionally leading a high-performing team and ability to step into formal or informal leadership roles on the team.
• Strong analytical mindset to collect and interpret data to solve problems and influence critical decisions.
• An aptitude for solving unstructured problems and an eagerness to learn and grow.
• Demonstrated success leading and landing complex cross-functional projects to deliver business impact.
• Executive written and verbal communication; ability to tailor written content to different audiences to effectively influence and bring key stakeholders across functions together.
• Entrepreneurial, can-do attitude with an eye for details.
• Proficiency with Excel and SQL preferred.
• A strong sense of product and customer experience.
• A passion for helping small business owners.
• Grit, hustle, and fire for making things right.

Our cash compensation amount for this role is targeted at $116,000-143,000 in Denver & most remote locations, and $140,000-$173,000 for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate 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 with us.

Our company 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. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. We are 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 [email protected].