Tax Resolution Team Leader

 

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy. 

About the Role:

The Tax Resolution leader will lead a payroll and tax-focused organization by empowering and enabling your team to effectively drive the business areas forward. We’re looking for someone passionate about empowering and coaching teams and providing small business owners with the best customer experience in the world, all while improving workflows and creating efficiency gains in an ever-changing environment for scale. 

There are thousands of critical operational tasks that are completed for our customers accurately and on time, every time, in a proactive and scalable manner. We collaborate, help each other, and work cross-functional in a positive environment.

About the Team:

The Tax teams within the Payroll Operations org are at the core of providing services that give our customers peace of mind. The Tax Resolution team is within the Payroll Operations org and is at the core of providing services that give our customers peace of mind. Tax Resolution exists to ensure impeccable delivery of key customer needs. We are looking to invite a high-energy, results-oriented, inspirational Tax Resolution leader with a proven ability to work well and influence cross-functionally to scale our Tax teams!

Here’s what you’ll do day-to-day:

• Cultivate a culture of engagement and customer-centricity, encouraging team members to prioritize customer needs and develop professionally within the organization
• Drive strategic initiatives to enhance the notice resolution experience for Gusto's customers, leveraging emerging technologies and implementing systems for operational excellence and superior customer outcomes
• Lead and empower a team of individual contributors to effectively resolve tax notices and improve the overall customer experience
• Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction
• Champion change management efforts to plan and implement organization-wide improvements that elevate the customer experience
• Collaborate cross-functionally with onboarding, product, and engineering teams to streamline Tax team operations and increase efficiency
• Proactively seek and incorporate regular internal and external customer feedback to drive continuous process improvements and optimize the notice resolution experience for customers

Here’s what we're looking for:

• 1-3 or more years of management experience 
• 3+ years of operations experience 
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• Ability to think globally and strategically, influencing change across multiple business units and functions
• Customer-first mentality and a first-principle-thinking approach to innovating in delivering a world-class customer service experience
• Thrives in a fast-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis
• Bonus points for experience within the payroll and tax industry

Our cash compensation amount for this role is $69,390/yr to $105,060/yr in Denver & most major metro locations, and $89,795/yr to $116,734/yr for San Francisco & New York. 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 days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

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