Job description
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:
At Gusto, the Tax Credits team is on a mission to empower small businesses by unlocking valuable savings through tax credits and grants. Operating like a “mini startup” within the company, we are a team driven by deep customer empathy, domain expertise, and a relentless desire to innovate. If you’re passionate about solving big problems, driving operational strategy, and making a tangible impact on small business owners’ lives, we’d love to have you on our team.
This role will manage one of the operational teams for Gusto Tax Credits, and is responsible for leading the operational delivery of tax credits: ensuring every customer credit is delivered accurately, on time, and with exceptional experience. Your talents will be instrumental in developing operating processes that empower our customers and internal teams, and creating a strong foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America.
About the Team:
The Tax Credits team is on a mission to democratize tax credits and grants. We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success.
The Tax Credits Operations team is a collaborative team who are passionate about tax credits. We’re 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 and build the best version of Gusto for our customers.
Here’s what you’ll do day-to-day:
Operational Leadership
- Manage, coach, and develop operators delivering all customer tax credits
- Monitor and manage pipeline health, turnaround times, quality metrics (e.g. NPS, CSAT, CES, DQ rates)
- Demonstrate strong decision-making, collaboration, and leadership through change, unforeseen issues or escalations
- Act as a player-coach when needed (e.g. during seasonal peaks) to ensure delivery continuity, customer empathy, and depth of subject matter expertise
- Lead by example and inspire operational innovation - e.g. personally demonstrate AI adoption and inspire others on the team to learn
Operational Rhythm & Alignment
- Run effective meetings, operational check-ins, and cross-functional communications
- Partner with Ops leaders + Data to maintain performance metrics and achieve OKRs
- Inform or drive execution of cross-functional initiatives spanning across Ops, Product, GTM, Compliance, and Data teams
Seasonal & Cyclical Execution
- Lead and deliver high-volume seasonal projects (e.g., amendments, substantiation reports) that drive measurable business impact
- Support and collaborate on recurring (e.g. quarterly) rituals at the team level: planning, performance reviews, all-hands
- Anticipate seasonal spikes and adjust process, tools, and bandwidth accordingly
Continuous Improvement
- Proactively identify and address operational risks. Help the business ‘see around corners’ to scale while remaining compliant with the latest tax laws
- Design and implement process changes to improve efficiency, accuracy, and scale
- Align operational readiness with product launches and GTM strategies
Customer Advocacy
- Aggregate and share customer insights to influence product, strategy, and execution in a way that solves and prevents customer pain
- Partner with Product to close high risk or trending feature gaps and improve customer experience
Here’s what we’re looking for:
- 6+ years of relevant work experience at growing startups in operating roles (i.e., product operations, project/program management, and/or consulting. 5+ years experience in tax or 3+ years in tax credits, 2+ years in managing teams.
- 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
- Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement
- Strong results-orientation and direct experience in pulling and utilizing data 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
Our cash compensation amount for this role is $126,810 to $149,000/yr in Denver, $146,940 to $180,000/yr for San Francisco, Seattle & New York, and $137,870 to $162,000/yr for Los Angeles. 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.
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.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto’s Applicant Privacy Notice.
