Senior 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 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:

• Build and mature craft & capabilities of process improvement across CX to scale and improve service, including designing and refining approach to activities such as: strategic planning, operational scoping, current state assessment, future state design, Kaizen events.
• Empower a team of 3-5 process improvement experts and analysts and develop a team that can drive impact and be influential across our CX organization.
• Evaluate our CX processes to understand drivers and opportunities using lean process improvement methodologies (e.g. Lean, Six Sigma, etc). 
• Manage a portfolio of high impact projects that focus on the continuous improvement of CX operations efficiency, process quality, and customer experience; including collaborative, high visibility, E2E workshop facilitation.
• Introduce and train CX Executives and Leaders on Process Improvement methodologies, concepts, and skillsets (e.g. Lean, Six Sigma, TQM, etc) and install them into day-to-day operations. 
• Partner cross-functionally to implement plans and measure success.
• Provide insights and recommendations for new processes and product launches.
• Build scalable processes from the ground up, as needed.
• Roll up your sleeves, lead from the front, and coach the team in our fast-paced, dynamic environment.

Here’s what we're looking for:

• 4+ years leadership experience leading teams, including leading leaders
• 8-10+ 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 building and managing process improvement programs that deliver high value 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
• Proven track record successfully defining and executing against a strategy (ability to see big picture and translate to what is needed to make it a reality)
• Strong yet empathetic business partner
• A systems thinker with a bias for action
• Ability to influence cross-functional, senior leaders and drive change
• Strong executive verbal and written communication as well as data visualization and presentation skills 
• Demonstrated leadership skills including the ability to build a psychologically safe team, motivate and engage teams, allocate work and projects, resolve conflicts and handle ambiguity

Our cash compensation amount for this role is $142,000/yr to $184,000/yr in Denver & most major metro locat