About the Role:
Gusto is seeking a leader for our Benefits Advising team who is passionate about providing small business owners and their employees with the best customer experience and expert benefits advice. You will lead a benefits operation organization by empowering and enabling your individual contributors to deliver a best in class customer experience effectively in a fast paced environment. You’ll be a great fit if you also have experience in effectively managing OKR/team initiatives while also leading a high performing team.
About the Team:
The Advising team at Gusto is focused on understanding the health insurance needs of small businesses, and consulting on solutions to help their employees thrive. We are looking for a leader to empower a team of Renewal Advisors and drive operational excellence for our customers. You’ll be responsible for managing a high-performing team while building and improving workflows to improve the customer experience and create efficiency gains on the team that enable Gusties to do their best work.
Here’s what you’ll do day-to-day:
- Inspire your team to do the best work of their life on a daily basis
- Coach, motivate, and empower a high-performing team of benefits advocates to meet and exceed service level objectives by providing ongoing and consistent performance feedback
- Act as project manager for large-scale, cross-functional initiatives that scale our internal processes and drive better outcomes for our customers.
- Lead through ambiguous moments and help your team manage change
- Constantly analyze, refine, and iterate on internal processes to improve the customer experience
- Help grow the team by recruiting and training new team members as needs arise
Here’s what we're looking for:
- 3-5 years of formal leadership experience in benefits operations, customer success or renewals, or a similar field
- Analytic and strategic thinker with the ability to translate data into insights and actions
- Navigate and manage change with clear communication, grace and agility for themselves and their team
- Strong operational skills, proactive approach to process improvement, and previous experience driving initiatives and best practices that improve customer experience
- Passionate about our customers and helping small business owners thrive
- Experience in hiring, training, and developing a high-performing team members
- Success working in a fast-paced, high-growth environment
Our cash compensation range for this role is $92,245 to $119,919 in Denver and Chicago. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above.
