Lead, Process Improvement

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:

We’re seeking an experienced leader to build out operational management capabilities and drive process improvement and excellence across Gusto, as a member of our growing CXT team. The Senior Lead, Process Improvement is responsible for ensuring that Gusto’s CX organization (service and operations) are systematically getting more efficient, delivering better outcomes to customers, and improving the work and lives for our Gusties (Gusto employees). In this role, you will lead a portion of Gusto’s Process Improvement team, building operational excellence by installing best practices related to strategic planning, operational scoping / management, process re/design, and continuous improvement. You will contribute to team strategy and metric performance, as well as partner directly with CX leaders and other executives across the company.

About the Team:

The mission of our Customer Experience Transformation (CXT) team is to quickly evolve and drive scale of our CX organization to deliver outstanding service experiences.  Process Improvement is an essential part of how we do that.

Here’s what you’ll do day-to-day:

• Actively contribute to building and maturing craft & capabilities of process improvement across CX to scale and improve service, including designing and refining approach to activities such as: current state assessment, future state design
• Evaluate our CX processes to understand drivers and opportunities using lean process improvement methodologies (e.g. Lean, Six Sigma, etc). 
• Own and manage initiative(s) that focus on the continuous improvement of CX operations efficiency, process quality, and customer experience
• Mentor and coach peers and leaders on Process Improvement methodologies, concepts, and skillsets (e.g. Lean, Six Sigma, TQM, etc) and install them into day-to-day operations. 
• Execute intake and scoping processes, including but not limited to problem statement definition, business requirement collection and cost benefit analysis
• Facilitate cross functional current state and future state design workshops
• Collaborate across a range of stakeholders (Operations, Tooling, Product, Data & Reporting, etc.) to drive alignment and success
• Identify and enable automation opportunities by evaluating and designing processes and partnering across AI, Tooling and Product teams

Here’s what we're looking for:

• 6+ years of experience in process improvement, preferably applied to large scale transformation / technology implementations, customer experience and/or operations
• Proven track record and passion for implementing process improvement programs, making processes that improve customer experiences, and delivering high impact and quality outcomes
• Lean, Six Sigma, and/or Service Design experience experience and/or other similar certifications
• Strong creative problem solving skills. You thrive in an environment where process improvement is needed - yet can flex solutions to meet the needs of the team
• Ability to take competing interests, priorities and complexities and drive to clarity, recommendations and alignment
• A systems thinker with a bias for action, able to efficiently break down complex problems 
• Ability to influence cross-functional peers and leaders and drive change
• Executive verbal and written communication as well as strong data visualization and presentation skills 
• Willing to roll up your sleeves, enter a problem space and drive to clarity and outcomes
• Preferred:  Experience driving automation and CRM improvements

Our cash compensation range for this role is $104,000/year to $128,000/year in Denver. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated da