Job Description

Principal Product Operations Manager, Benefits

Denver, CO; San Francisco, CA; New York, NY

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 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. Thats why were committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy .

About the Role:

Are you looking for an opportunity to transform a business? Gusto is looking for a strategic, customer-focused leader to leverage customer feedback and operational key metrics to develop actionable insights and strategies that shape our product and service, and positively impact customer love.

Working with the Product, Engineering, Design and Customer Experience teams, you will be expected to tackle both highly strategic and deeply operational initiatives to deliver value for customers and Gusto. Youll be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative. If this sounds exciting to you, wed love to connect!

About the Team:

The Benefits Product Operations team at Gusto is made up of committed, creative, collaborative people who care deeply about our mission to enable Benefits for all small and mid-sized businesses and their employees. Were a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience; Gusto is listening to, synthesizing and acting on customer and front-line team feedback; and that cross-functional teams are collaborating and swimming together to build the best version of Gusto for our customers.

Heres what youll do day-to-day:

• Shape and support product development and its integration into service strategy for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product Management, and Customer Experience teams.
• Understand our product and end-to-end service experience and organizations in intimate detail, including internal and external pain points and feedback. Collaborate to ensure customer support considerations are integrated into broader company decisions.
• Lead and partner on product launches between Product Management and Customer Experience (CX) teams to ensure readiness and deliver insights post-launch to ensure a positive experience for customers and internal teams.
• Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps.
• Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences.
• Hypothesis-driven problem solving to drive our business.
• Contribute to advancing the Product Operations craft at Gusto and uplevel the work of the team.

Heres what we're looking for:

• 10+ years of relevant work experience at growing startups in operating roles (i.e., biz ops/strategy roles, product operations, project/program management, and/or consulting
• Experience scaling service strategy alongside growing SaaS products, to include incubating products, building and managing product betas, and/or integrating new products into a scalable best-in-class service model
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete.
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs
• Strong results-orientation and direct experience in pulling and utilizing data (SQL) to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them.
• Excellent written and verbal communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences
• Experience working in the healthcare or benefits space (PEO, health insurance, 401k etc.)
• Experience with service design and/or service blueprinting

Our cash compensation amount for this role is $119,000/yr to $146,000/yr in Denver & most major metro locations, and $167,000/yr to $217,000/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.

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. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Interested in building your career at Gusto, Inc.? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Preferred Name *

Zip Code / Postal Code (Non-U.S. based candidates, please enter 00000) *

LinkedIn Profile *

Do you live in or are open to relocating to one of the following Metro areas: Denver, New York City, or San Francisco Bay? * Select...

Do you have 10+ years of product operations management or equivalent experience in growing SaaS startups? * Select...

Please share if you have experience working in healthcare or benefits space (PEO, health insurance, 401k). *

Please share your experience with service design and/or service blueprinting? *

How did you hear about this opportunity? (select all that apply) *

LinkedIn

Indeed

Facebook

News Article

Conference or Meetup

Company Blog

Company Employee

Company Website

Are you legally authorized to work in the country where you are applying? * Select...

Will you now or in the future require visa sponsorship for employment? * Select...

If youll require this employer to commence, i.e., sponsor, an immigration or work permit case in order to employ you, either now or at some point in the future, then you should answer yes. An example of an immigration or work permit case that may require sponsorship now or in the future would be an H-1B or other employment-based work permit sponsorship.

Voluntary Self-Identification

Our customers come from all walks of life and so do we. We hire people from a wide variety of backgrounds, not just because its the right thing to do, but because it helps us to build better products, better serve our customers, and makes our company stronger.

In addition to the information required to consider your application, below is a set of demographic questions that help us identify areas for improvement in our process and further support the development and execution of our diversity efforts and programs as well as to create a more inclusive environment for all employees.

Your responses to these questions will be recorded and maintained in a confidential file. Your responses, or your wish not to answer, will not be associated with your specific application, will not be shared with hiring managers, and will not in any way be used in making any employment decisions, including hiring decisions.

Plea]]> <

Job Tags

Full time, Work experience placement, Work at office, Local area, Relocation, Visa sponsorship, H1b, Live in, 2 days per week, 3 days per week,

Similar Jobs