Head of Quality Management, Gusto
CX Planning & Insights
$189-250k
Salary dependent on location
2-3 days a week in office
Automated payroll, benefits & HR platform
Be an early applicant
Automated payroll, benefits & HR platform
1001+ employees
Be an early applicant
$189-250k
Salary dependent 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
- 8+ years of leadership experience in quality management within customer service, call center, or operations environments
- Proven people leader with a focus on transformational leadership, team development, and clear expectation setting
- Strategic and collaborative, with a track record of aligning cross-functional teams around shared goals and organizational priorities
- Strong analytical mindset, skilled in evaluating process quality and driving improvements through actionable insights
- Experienced in leveraging technology and AI to drive quality analytics, insights, and innovation in workflows and curriculum
- Effective communicator, able to clearly synthesize complex inputs into simple, impactful actions across all levels of the organization
- Flexible and adaptable, comfortable navigating between strategic vision and hands-on execution in a fast-paced environment
What the job involves
- The Head of Quality, CX Planning and Insights leads the strategy, design and implementation of all CX Quality policies and programs
- This person will be responsible for establishing standards, policies and procedures to evaluate the effectiveness and efficiency of customer experiences, provide insights to business operations and drive improvement through close collaboration with Customer Experience teams, Learning & Development, Knowledge Management and Product Operations
- This is a leadership role reporting to our Head of Planning and Insights within CX
- Gusto’s CX organization is the linchpin of our world-class experience
- With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers
- We strive to positively influence millions of businesses and hundreds of millions of employees across the county
- Develop a unified quality strategy that sets consistent standards across CX, aligns with organizational goals, and leverages industry-leading methodologies and technologies (including AI and LLMs) to elevate the customer experience
- Drive continuous improvement by analyzing quality results, identifying trends, and building implementation plans in partnership with operational teams to improve key performance metrics
- Collaborate cross-functionally with Customer Service, Product, Ops, Knowledge, CX Analytics, and L&D to align quality initiatives with broader business priorities and deliver meaningful impact
- Stay ahead of industry trends by incorporating innovative tools and best practices to ensure the quality program remains modern, scalable, and effective
- Build and lead a centralized quality team, including a blend of direct reports, indirect reports, and BPO partners to scale quality efforts across the business
- Lead and develop quality analysts, setting clear expectations, driving adherence to best practices, and delivering actionable insights to internal stakeholders
- Foster a performance-driven culture, rooted in deep customer and employee empathy and focused on results, accountability, and continuous learning
- Design scalable quality methodologies that support structured feedback and coaching at the individual, team, and business unit level
- Build data-informed programs that assess performance against customer expectations and generate actionable insights to exceed CX standards
- Ensure alignment across partners by driving consistency and calibration with BPOs and third-party vendors
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
45% employee growth in 12 months
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 HQ
Central Waterfront, San Francisco, CA
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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