About the Role:
As a Retirement Operations Associate you’ll play a key role in ensuring operational accuracy and compliance across our systems and processes. You’ll work closely with internal teams to identify, investigate, and resolve data or process discrepancies while helping to streamline workflows that power Gusto’s operational backbone.
This role sits within our broader Customer Experience organization, which includes teams focused on client operations, data reconciliation, compliance, customer care, and transition operations. You’ll contribute to building scalable systems that deliver a seamless and reliable experience for our customers and internal partners alike.
About the Team:
Our Operations team ensures the accuracy, reliability, and compliance of the systems that enable Gusto to serve customers at scale. Whether it’s processing data corrections, maintaining clean records, or supporting cross-functional initiatives, we’re passionate about operational excellence and continuous improvement through AI and leveraging systems and workflows that enable efficiency and optimize the customer experience.
Each team member is a true owner, demonstrates AI native capabilities, is curious, detail-oriented, and motivated by the opportunity to improve processes that make work simpler, faster, and more accurate for everyone.
Here’s what you’ll do day-to-day:
- Identify, investigate, and correct operational or data errors while mitigating downstream impact.
- Document and improve internal processes to drive efficiency and consistency as we scale
- Partner cross-functionally with internal teams to resolve issues and ensure smooth operations.
- Leverage AI to maintain and update standard operating procedures (SOPs) and internal knowledge tools.
- Support CX initiatives such as audits, reconciliations, and data integrity reviews.
- Analyze patterns in data errors or escalations to recommend process improvements.
- Use tools like Salesforce, SQL, and Google Workspace to pull, validate, and update data.
- Provide timely updates and excellent internal customer service to ensure resolution and clarity.
- Take ownership of evolving operational workflows as business needs change.
Here’s what we're looking for:
- 3+ years of professional experience in an operations or compliance role in 401(k) plan administration in a high-volume environment.
- Strong attention to detail, organization, and follow-through.
- Skilled in problem-solving and navigating ambiguity; you naturally look for root causes and scalable fixes.
- Experience with Google Workspace (Docs, Sheets, Gmail) or Microsoft Office.
- Familiarity with data tools such as Excel (pivot tables, VLOOKUP), SQL, or Salesforce.
- Proven ability to collaborate across teams and communicate clearly, both written and verbal.
- Comfortable in a metrics-based, fast-paced environment where quality and accuracy matter.
- Self-starter who thrives in a collaborative and continuous-improvement environment.
Our cash compensation amount for this role is $23.50/hr to $27.42/hr in Denver & most major metro locations, and $21.80/hr to $25.43/hr for Phoenix. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
