Product Operations Manager, Gusto
$119-170k
Salary dependant on location
2-3 days a week in office
Automated payroll, benefits & HR platform
Job no longer available
Automated payroll, benefits & HR platform
1001+ employees
Job no longer available
$119-170k
Salary dependant on location
2-3 days a week in office
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- 5+ years of relevant work experience in operating roles at growing startups in highly regulated industries, biz ops / strategy roles, product operations, project/program management, and/or consulting with “classical” business problem solving training
- Proven experience scaling service strategy alongside growing SaaS products, to include incubating new products, running betas, and integrating new product development in partnership with third party vendors with a scalable, best-in-class customer service experience
- 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
- Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs
- Excellent oral and written communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels
- Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement - always looking to improve upon the status quo
- Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete
- Deep empathy and obsession for our customers. A deep passion for helping others
What the job involves
- Gusto is seeking a strategic, customer-focused Product Operations Manager to support one of our newest product lines, Gusto Money, by leveraging customer feedback and key operational metrics to develop actionable insights that shape our products and services, driving customer satisfaction and loyalty
- A major focus of this role will be to support operations for new product development, ensuring seamless execution and a best-in-class experience for our customers from day one
- In collaboration with the Gusto Money Engineering, Product, Marketing, Design, Risk, Compliance, and Customer Experience teams, as well as external partners, you will be responsible for tackling both highly strategic and deeply operational initiatives that deliver value to customers and Gusto
- You’ll need to be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative in this dynamic, cross-functional role
- The operations team supporting Gusto Money and Members at Gusto is a diverse group of product operations and customer support professionals dedicated to delivering exceptional customer experiences
- As a highly cross-functional team, we collaborate across the product lifecycle to ensure that our products and services are co-designed and co-developed to provide a best-in-class customer experience
- Shape and support product development and its integration into service strategy for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product, Risk, Compliance, Customer Experience and external partners
- 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, Customer Experience (CX) and partner 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
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy which many SMB owners don’t have. The three co-founders of Gusto – all coming from small business backgrounds – collaborated on a Fintech company that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 200,000 customers and a multi-billion dollar valuation. In 2021, Gusto began acquiring other companies to strengthen its offering and its position in a competitive market, including two other fintech startups, Ardius and Symmetry.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. Although Gusto has found itself impacted by the macroeconomic situation, through the significant effect it has had on its clientele, the company still appears positive for the future after raising funds in 2023 that will see it reach key profitability benchmarks. It continues to consolidate its platform, for example by integrating with OpenComp to grant its users access to the company's Compensation Intelligence Platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.1m
Company benefits
- Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources
- Flexible vacation - Gusties are encouraged to take the time off they need to continue doing great work
- Fertility treatments, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more
- If you work at one of our homebases, enjoy food, drinks, and good conversation — on us
- Celebrate 5 or 10 years at Gusto and take a month off to recharge
- Take advantage of internet, phone, commuter, and wellness stipends each month, along with a WFH stipend and cash for anniversaries
Company values
- Embody a service mindset - Never stop advocating for the needs of others
- Dream big, then make it real - Be ambitious. Show and do, rather than tell and talk
- Be proud of the how - Ensure deep integrity in everything you do
- Embrace an ownership mentality - Take initiative to leave things better than you found them
- Debate then commit - Share openly, question respectfully, and once a decision is made, commit fully
Company HQ
Central Waterfront, San Francisco, CA
Articles
Leadership
Joshua Reeves
(CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo, a mobile self-service technologies company, in 2008. Co-founded Gusto in 2011.
Edward Kim
(Head of Engineering)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing, a printed photos company, in 2008. Co-founded Gusto in 2011.
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