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Escalations Program Manager 🔥


Our Customer Experience Escalations team is continuing to build an excellent customer experience and ensure customers feel supported throughout their Gusto journey - especially in those tough moments. We’re looking for a strong program manager to help create and drive cross-functional projects to join our growing team.

 

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 [1].

As a member of the Escalations Team, you’ll be at the forefront of urgent and important customer problems, providing resolution and peace of mind. In this role, you’ll be responsible for leading and operationalizing projects across the Escalations Team. You’re perfect for this role if you are obsessed with operational efficiency, have mastered the ability to juggle multiple competing projects at once and work well in fast changing environments.

You will work across numerous teams within Customer Experience as well as across functions. As such, we’ll count on you to understand friction points for our customers, solve them and build for scale. You’ll leverage cross functional partnerships to drive progress on team projects and programs and execute on impactful product changes for our customers.

Here’s what you’ll do day to day

  • Develop and manage programs to drive better outcomes for escalated customer situations
  • Run large-scale issue process end to end, helping to scale and operationalize this across both CX and our cross-functional partners
  • Execute monthly business reviews surfacing key learnings, trends and opportunities for the business 
  • Build and iterate on Escalations Team processes with the objective of creating efficient and scalable operations between teams 

Here’s what we’re looking for: 

  • 4+ years of relevant experience, including customer success, project management or product roles 
  • Excellent internal and external communication abilities and interpersonal skills 
  • Strong project management skills with excellent attention to detail - love making things more efficient 
  • Strategic thinker and problem solver with the ability to translate data into insights and actions 
  • Comfort with a fast-paced, ever-changing environment and lots of ambiguity 
  • “Builder” mentality - this is a leveraged team and you’ll be able to influence the way in which we operate as a team and how we grow it
  • Deep empathy and obsession for delivering an amazing customer experience 
  • Intermediate Excel skills (Pivot tables, basic functions, etc.) 
  • Able and willing to work outside standard business hours to support our customers when they need it most 
  • Bonus: Proficiency in SQL and handling escalated customer scenarios 

Our cash compensation amount for this role is targeted at $81,500 - $107,000 in Denver & most remote locations. 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 at Gusto.

Gusto 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. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is 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 accommodations@gusto.com. 

 


  1. https://gusto.com/about/careers/total-rewards

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