Lead Executive Assistant

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 Customer Experience (CX) Executive Assistant/Operations Lead will directly manage two Executive Assistants and work closely with leaders within the Customer Experience organization. This person will operate on a player/coach model where they both empower a team and support leaders within the organization. 

They will ensure that the team has strong practices for coordination, execution, communication, and alignment. They will serve as the primary EA to 1-3 leaders within the Customer Experience organization. This person will provide leverage and expertise to the CX Leadership team in order to drive Gusto forward and scale. They will also be a part of the broader Executive Operations community and report directly to the Head of Customer Experience (Head of CX).

Here’s what you’ll do day-to-day:

• People Empowerer: directly manage two members of our Customer Experience ExecOps Team.
• Expert of ceremonies: strategically partner to prioritize and coordinate the leader’s time. Make sure it aligns with the priorities of the department, plus creating a system of accountability so that the time allocation can evolve and change as needed. The leader’s time should be prioritized in an intentional and deliberate way. Ideally as proactively as possible, not reactively. Responsibilities include calendar management, including all internal and external meetings.
• Meeting enabler: organize, attend, and track minutes plus action items with an eye on making every interaction productive and enjoyable. The magic here is in ensuring the right set of follow-up actions are taken and having the relationships in place to follow-up with the stakeholders 1-1 if necessary.
• Project management: keep multiple teams and projects on track in parallel. Gusto is a 2000+ person organization and how we do planning, and organize x-functional work requires lots of moving parts at times. You will be a key enabler of things moving smoothly, or recognizing when they’re not and making changes to make it smoother.
• Gifted communicator: represent the leaders well through phone, email, and chat with various internal and external stakeholders.
• Culture carrier and community builder: Embody Gusto Values while planning team off-sites, team-building events, and connecting the dots between different parts of the Gusto organization.
• Relationship builder: you’ll be getting to know hundreds of Gusties across the organization, as well as many external individuals. Creating meaningful and memorable interactions should be natural to you, and something that is a source of excitement.
• Travel planner: flights, hotels, transportation, dining, etc. 
• Special projects: May include research, analysis, presentation preparation, cross-functional company programs, etc. These projects should be executed with quality, but the goal is not to have them become a large percentage of your time. 

Here’s what we're looking for:

Work Background:

• 5+ years of direct administrative experience supporting one or more C-Level executives or General Managers of a Division. Ideally, the organization the executive managed was 1,000+ people, and previous EA work involved working with multiple departments in an organization.
• 1+ years of management experience, directly managing other EAs. 
• Demonstrated ability to own large x-functional projects from end to end, ideally with visibility to an executive team and/or board of directors.
• Experience organizing (in-person, remote, and hybrid) team events with anywhere between 10-1000 Gusties, such as an executive offsite or team all hands.
• Demonstrated ability to organize complex travel schedules with many moving parts, including multiple briefings in one day, managing multiple stakeholders, etc.
• Experience supporting scheduling with external parties is a plus.