Glynn Capital
Glynn Capital

Head of Product, CX Platform



Multiple locations
Posted on Wednesday, May 22, 2024

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.

Here’s what you’ll do day-to-day:

Gusto is looking for a senior product leader to drive and execute on the cross-functional strategy for our CX Platform team, a team of more than 60 people across Engineering, Product Management, Design, and Data Science. CX refers to Gusto’s Customer Experience team and supports our customers and operations teams. This role will be critical in how we design, build, and drive the internal adoption of our foundational experience platform at Gusto.

Gusto has a wide variety of offerings for small businesses: Payroll, Benefits, Time Tracking, Financial Products, and more. Each one of these could be a company all to itself due to how complex the domain is. Behind all of our offerings is our CX (Customer Experience) team, helping customers troubleshoot issues and find the most value. We call the platform & tools used by the CX team the CX Platform, and this platform is key to how Gusto scales to serve hundreds of thousands of customers with high satisfaction. As we work to scale even further and harden our AI leverage, we are looking for a senior leader to be responsible for this entire platform. The role would work closely with our executive team, CX team, and broader EPD team on:

  • Overall strategy for CX and the CX platform
  • Tracking and moving the right metrics, balancing customer satisfaction and efficiency
  • Executing multi-quarter and multi-year programs
  • How we bring new products to market that are enabled by our incredible CX team.

About the team:

You’ll be responsible for a cross-functional team looking to improve the lives of our Customer Support and Operations employees, as well as our customers. The team contains our approach to internally-facing AI, our entire internal tools platform, our customer support technology stack, and how we leverage Service Design.

Must Haves

  • Demonstrate a proven track record of driving impact with an at-scale product within a multi-product company—experience working in a matrixed engineering environment with multiple platform teams and the ability to GSD in those environments.
  • Track record of taking a highly collaborative approach with a demonstrated ability to drive impact and influence across multiple EPDD (Engineering, Product, Design, and Data) organizations and non-EPD centralized teams such as Customer Experience (CX), Sales, and Operations.
  • Familiarity and comfort with leading platform teams and where the customer is both internal and external.
  • Proven leader of product management with > 5 direct reports.
  • Builder at heart with strong product sense and POV on how to lead highly effective product development teams. Not afraid to get deep into the details and hands-on coach and lead our EPDD teams.
  • Display strategic solid thinking skills, capable of evaluating multiple paths, making effective tradeoffs, and articulating a clear and compelling forward plan.
  • Excel as a team leader who inspires others to follow with excellence in mentorship, people leadership, and recruiting capabilities.

Our cash compensation amount for this role is $214,000 -$246,000 in Denver & most major metro locations, and $251,000-$289,000 for San Francisco, Seattle, & 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.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.