Gusto · 5 hours ago
Service Experience Manager
Austin, Texas Metropolitan Area
Full-time
Remote
Senior Level, Lead/Staff
$147K/yr - $174K/yr
10+ years exp
Maximize your interview chancesBookkeeping and PayrollEmployee Benefits
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Responsibilities
Shape and support strategy at the intersection of our Product and Service orgs for existing customers, in collaboration with Engineering, Design, Product Management, and Customer Experience teams.
Lead and partner on strategic service design with Product Management and Customer Experience (CX) teams to ensure a scalable, world-class experience for customers and internal teams. Influence key decision making and drive/build the desired service experience.
Obsess over Accountant partners, their success and experience on Gusto, and advocate for improvements that would improve their experience.
Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps.
Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences.
Hypothesis-driven problem solving to drive our business. Leverage expertise in Gusto’s service model and capabilities to propose recommendations and build.
Contribute to advancing the transformation of our product, service, and craft at Gusto and uplevel the work of the team.
Qualification
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Required
10+ years of relevant work experience in operating roles at growing startups- biz ops / strategy roles, product operations, project/program management, and/or consulting with 'classical' business problem solving training
Proven experience building and scaling service strategy alongside growing SaaS products, to include incubating new products, running betas, and integrating new product development with a scalable, best-in-class customer service experience
Strong results-orientation and direct experience in pulling and utilizing data (SQL) to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them.
Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs
Excellent oral and written communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels.
Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement - always looking to improve upon the status quo
Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete.
Deep empathy and obsession for our small business customers. A deep passion for helping others.
Preferred
Experience with service design or service blueprinting
Experience leading a team
Change management or Organizational transformation experience
Benefits
Health Insurance
401(k)s
Company
Gusto
Gusto is an HR and payroll platform that simplifies complex tasks, empowering businesses to focus on what matters most.
1001-5000 employees
H1B Sponsorship
Gusto has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (14)
2022 (31)
2021 (32)
Funding
Current Stage
Late StageTotal Funding
$746.1MKey Investors
Friends & Family CapitalT. Rowe PriceAkkadian Ventures
2023-01-28Series Unknown
2022-05-12Series E· $55M
2021-08-10Series E· $175M
Leadership Team
Edward Kim
Co-Founder and Head of EPD
Josh Reeves
Co-Founder & Head of Gusto
Recent News
The Business Journals
2024-12-11
2024-11-28
2024-11-19
Company data provided by crunchbase
