Payroll Tax Resolution Leader

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:

The Payroll Tax Resolution Leader will lead a dynamic, tax-focused team by empowering and coaching members to advance business areas effectively. We seek a passionate leader dedicated to providing exceptional customer experiences for small business owners while enhancing workflows and achieving efficiency gains in a rapidly evolving environment.

In this role, you will oversee the Tax Resolution Captains, ensuring the seamless execution of daily operations and special projects. You will be responsible for strategic leadership, process improvement, and cross-functional collaboration to drive operational excellence and elevate the customer experience. The ideal candidate will have a proven management track record, a strong analytical mindset, and outstanding interpersonal skills. Our team thrives on collaboration, accuracy, and a positive work environment, handling thousands of critical tasks for our customers in a proactive and scalable manner.

About the Team:

The Tax teams within the Payroll Operations organization are essential in delivering services that ensure our customers' peace of mind. The Tax Resolution team is integral to this mission, ensuring impeccable delivery of key customer needs. We are seeking a high-energy, results-oriented, inspirational Tax Resolution leader with a proven ability to influence cross-functionally and scale our Tax teams.

Here’s what you’ll do day-to-day:

• Lead a Captain Team of 8-10 passionate individuals with a focus on leadership development and project management.
• Manage daily operations to ensure effective execution of tax resolution processes and address any operational issues that arise.
• Collaborate with business stakeholders to ensure alignment and support for team initiatives and special projects.
• Oversee quality assurance processes, ensuring accuracy and attention to detail in all aspects of tax resolution.
• Implement and monitor systematic enhancements to maintain high standards of service.
• Lead by example, motivating and guiding Tax Resolution Captains towards achieving excellence and fostering a collaborative, positive team environment.
• Conduct regular performance reviews and provide constructive feedback to ensure continuous improvement and professional growth.
• Utilize critical thinking and data-driven decision-making to identify and address areas for process improvement and operational efficiency.
• Analyze performance metrics and customer feedback to inform strategy and drive continuous improvement.
• Communicate proactively within and across teams to ensure clarity, effective information sharing, and alignment on objectives.
• Build and maintain strong relationships with stakeholders and team members to support collaborative efforts and address any issues.
• Present information, set effective agendas, and facilitate productive meetings and discussions.
• Adapt to business needs by assisting with frontline core work as required to support overall team operations.

Here’s what we're looking for:

• 1-3 years management experience.
• 3+ years of operations experience.
• Strong history of improving current processes and knowledge base and empowering team to participate in processes.
• Proven track record in operations management, quality assurance, and process improvement.
• Strong analytical and critical thinking skills, with a data-driven approach to decision-making and problem-solving.
• Exceptional leadership and interpersonal skills, with the ability to inspire and guide a diverse team.
• Excellent communication skills, with the ability to present information clearly and facilitate effective meetings.
• Ability to thrive in a fast-paced environment, adapt to changing business needs and handle multiple priorities.

Our cash compensation amount for this role is $92,000/year to $113,000/year in Denver & most major metro locations. Final offer amounts are determined by multiple f