Benefits Customer Onboarding Leader
| Company | Gusto |
|---|---|
| Location | Las Vegas, NV, USA, Chicago, IL, USA, Phoenix, AZ, USA, Denver, CO, USA, Atlanta, GA, USA |
| Salary | $119000 – $172000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 5+ years minimum of people management experience, leading teams.
- Experience leading managers required. 2+ years preferred.
- Experience leading in CX, Operations, Customer Service, Customer Success or Sales advising teams preferred.
- Adaptable leader who is passionate about team development and coaching and leads with compassion and empathy.
- An advocate for customer experience, change, and delivering results.
- Thrives in a faced-paced environment with constant change; is able to make measured, objective, data-driven decisions on a daily basis.
- Ability to work collaboratively across all levels and with all teams at Gusto.
- Experience using technology/automation solutions (i.e. SalesForce, APIs, G-Suite) to enable team success.
Responsibilities
- Provide the right leadership at the right timeCoach and develop a team of frontline operations leaders focused on queue/inventory management and team performance.
- Create clarity on team roles, expectations, goals, and objectives focused on consistent, accurate, and exceptional customer outcomes and experience.
- Foster a culture built around Gusto’s values and create an environment of trust, respect, and learning.
- Identify and leads opportunities to create scalable improvements within our current workflows and processes.
- Engage in first principles thinking to solve hard problems with teams and collaborate across teams with a builder mindset.
- Prioritize outcomes that are customer focused and advocate for the top benefits experience possible.
- Work cross-functionally with other CX teams and shared services to improve efficiency and inform prioritization.
- Translate and share the priorities of Gusto with our teams and focus on success with a holistic approach.
- Drive operational excellence and accountability that translates into high-performing teams, scalable operations, and top customer satisfaction.
- Uses a data-driven approach to identify team and leadership capacity needs and leads recruiting and interviewing efforts.
Preferred Qualifications
- Preferred: Experience with the US health insurance industry (extra bonus points for small group health), financial services, insurance, or payroll and tax industries.