Head of Customer Experience, Gusto
Learning and Development
$156-210k
2 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
$156-210k
2 days a week in office
1001+ employees
Company mission
To grow the small business economy.
Role
Who you are
- We are seeking a dynamic and experienced individual to join our team as the Head of Customer Experience Learning & Development
- Bachelor's degree in Business Administration, Human Resources, Education, or a related field
- 8+ years of experience in leading learning and development, training, or talent development roles, focusing on customer service or call center environments
- Proven leadership experience, including managing and developing high-performing teams
- Strong understanding of adult learning principles, instructional design methodologies, and training delivery techniques
- Experience designing and implementing comprehensive training programs and initiatives
- Analytical mindset with the ability to assess training effectiveness and measure impact
- Proficiency in learning management systems (LMS), e-learning platforms, and the best uses of AI
- Strategic thinking and ability to align learning initiatives with organizational goals and priorities
- Experience leading and managing distributed teams and programs and have influence management skills
- Adaptable and good at context switching. You’re comfortable flexing between strategy and execution
- You have organizational agility and can work successfully across a complex environment. You have experience hiring for volume and velocity teams and experience leading L&D teams that support contact centers, particularly for customer support teams
- Demonstrated ability to synthesize the complex - transform multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives. You understand the benefits and appropriate uses of AI in curriculum and have demonstrated examples of AI use in your background
What the job involves
- This is a leadership role reporting to our Head of Enablement within CX. Gusto’s CX organization is the linchpin of our world-class experience
- In this role, you will lead the design, implementation, and continuous improvement of L&D initiatives for our Engagement, PayOps, Benefits Operations, and Enablement teams
- You will be responsible for ensuring that our customer service representatives receive comprehensive training, ongoing skill development, and support to deliver exceptional service experiences to our customers
- CX is building organizational-specific learning tracks, including new hire training, ongoing training, and PE development
- Your role is to bring your experience and strong opinions to the project and to ensure the vision becomes reality
- Develop Learning and Development Strategy: Develop a strategic vision for customer service learning and development that is aligned with organizational goals and objectives, including maintaining a universal curriculum as well as role-based training tracks. Identify key learning priorities, competencies, and training needs to enhance the performance and effectiveness of the customer service team. Your team delivers new employee onboarding and owns the new employee experience and continuous education for CX Gusties
- Collaborate with Stakeholders: Partner with cross-functional teams, including customer service leadership, HR, operations, and quality assurance, to align learning and development efforts with business objectives and priorities—Foster collaboration and communication to ensure a cohesive approach to talent development
- Ensure learning solutions align with Gusto's brand, culture, values, and competencies
- Evaluate Training Effectiveness: Develop and implement assessment methods to evaluate the effectiveness of training programs and initiatives. Collect feedback from participants, managers, and stakeholders to identify areas for improvement and make adjustments as needed
- Stay Current with Industry Trends: Stay abreast of industry trends, best practices, and emerging technologies in customer service and learning and development. Incorporate innovative approaches and tools to enhance the effectiveness and efficiency of learning initiatives. Understand the benefits and appropriate uses of AI in curriculum, and understand how content strategy influences agent development
- Manage facilitators and content developers: Lead and supervise a team of learning professionals responsible for delivering training programs and initiatives. Provide guidance, direction, and support to them, ensuring alignment with learning objectives, consistency in training delivery, and adherence to best practices
- Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feel empowered to put customers first and develop their careers within the organization
- Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience
- Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes
- Learn from, strategize with, and collaborate with other teams across Gusto as you assist in building the framework for this newly emerging team. Constantly look for ways to support new agents better
- Approach challenges with a Builder mindset, welcoming opportunities to enhance Gustomer and Gustie experiences
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 400,000 customers and a multi-billion dollar valuation. And 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 has seen it reach key profitability benchmarks. It continues to expand its platform, most recently partnering with Parafin to launch a payroll line of credit for small businesses. With a growing suite of services and a clear focus on supporting small businesses through changing economic conditions, Gusto looks set to sustain its momentum and further strengthen its position in the HR and payroll technology market.
Steph
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.3m
Company benefits
- Health and Wellbeing: Medical, dental, and vision insurance for employees and dependents. Family care and support, including family planning and fertility benefits. Gender-affirming care and support. A variety of mental health resources.
- Time Away: It's important to take time away for yourself or to take care of your family. Gusto offers paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more!
- Free meals and refreshments: If you work at one of our offices, enjoy food, drinks, and snacks— on us. Conversation and community is an added bonus!
- Perks:
Company HQ
Central Waterfront, San Francisco, CA
Leadership
Joshua Reeves
(Co-Founder & CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(Co-Founder & 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
(Co-Founder & 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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