Principal Product Operations Manager, Customer Service Journey

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 300,000 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. 

About the Role:

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.

If this sounds exciting to you, we’d love to connect!

About the Team:

Transformation Product Operations at Gusto is made up of 6+ committed, creative, collaborative people who care deeply about our mission to empower small and mid-sized businesses and their employees. We’re a highly cross-functional team 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.

Here’s what you’ll do day-to-day:

• 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 ensure this is included in company-level strategy.
• 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.
• Contribute to advancing the transformation of our product and service and craft at Gusto and uplevel the work of the team.

Here’s what we're looking for:

• 9+ 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.
• Bonus Points: 
  
  • Experience with service design or service blueprinting
  • Experience leading a team
  • Change management or Organizat