Gusto · 12 hours ago
Tools Administration Lead
Denver, CO
Full-time
Hybrid
Mid, Senior Level
$94K/yr - $123K/yr
7+ years expGusto is on a mission to grow the small business economy by handling essential services like payroll and HR. The Tools Administration Lead will oversee strategic programs to optimize Quality and Customer Interactions Platform (CIP) initiatives, collaborating with various teams to enhance efficiency and improve experiences for stakeholders.
Bookkeeping and PayrollEmployee BenefitsEnterprise SoftwareFinancial ServicesFinTechHuman ResourcesSaaSSoftware
Responsibilities
Lead and manage complex programs and projects related to quality and CIP, including Salesforce contact management, Qualtrics administration and best practices, upgrades, integrations, and process improvements, directly supporting the needs of our overall CX organization
Define program scope, objectives, processes, and key deliverables in alignment with business goals and CX strategy, in close collaboration with the overall CX organization
Develop detailed project plans, timelines, and resource allocation strategies, ensuring on-time and within-budget delivery for initiatives impacting the CX organization
Facilitate agile ceremonies (e.g., sprint planning, daily stand-ups, sprint reviews, retrospectives) for Quality and CIP initiatives, promoting agile principles and practices within and alongside CX teams
Collaborate with cross-functional teams, including CX Operations, Planning, Scheduling, Intraday Management, Technology, Quality, and Analytics, to gather requirements, manage dependencies, and ensure successful program execution that directly benefits the CX organization
Identify, assess, and mitigate program risks and issues, proactively developing and implementing solutions that address challenges faced by the Quality, Routing, WFM, and CX teams
Develop and maintain comprehensive program documentation, including project plans, risk logs, communication plans, and status reports, specifically tailored to Quality, Routing, WFM, and CX initiatives
Communicate program progress, risks, and key decisions to stakeholders at all levels, ensuring clear and consistent updates to the Quality, Routing, WFM, and CX teams
Drive continuous improvement in Quality and CIP processes and program management methodologies within the CX organization, actively seeking input and collaboration from the broader CX teams
Proactively uses data to find trends, drive decisions, and ensure we are delivering the best possible experience for internal stakeholders and customers
Contribute to the development and delivery of training materials related to Quality and CIP programs and processes, ensuring relevance and accessibility for the CX organization
Qualification
Required
7-10+ years of progressive experience in program management, planning, tools administration, and/or strategy, with a significant focus on workforce management within a contact center environment, including direct support of Quality, contact routing, and survey administration
Deep understanding of contact center operations, Quality methodologies, survey best practices, and contact routing across multiple channels
Proven experience managing projects related to Quality and survey tooling, upgrades, or significant process improvements that directly impact CX teams
Strong program management skills, including planning, execution, risk management, and stakeholder communication, with a focus on collaborating effectively with CX professionals
Experience working in an agile/scrum environment and a solid understanding of agile principles and practices, with the ability to apply them to CX-related projects
Excellent analytical and problem-solving skills with the ability to interpret data and make informed decisions related to workforce optimization for Quality, surveys, and CIP implementation
Strong communication, collaboration, and interpersonal skills, with the ability to influence and build relationships across diverse teams, including many different teams within CX
Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment, supporting the diverse needs of the CX organization
Proficiency in project management tools (e.g., Jira, Asana, NotionAI)
Preferred
Knowledge of Quality systems, Salesforce, and Qualtrics is a plus, but not required
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
2025 (49)
2024 (54)
2023 (19)
2022 (37)
2021 (24)
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
Josh Reeves
Head of Gusto (CEO) and Co-Founder. Building Gusto for the Long Term.
Edward Kim
Co-founder and Head of Technology
Recent News
Small Business Trends
2026-01-12
General Catalyst
2025-12-30
Digital Commerce 360
2025-12-20
Company data provided by crunchbase