AI-Driven Payments Operations Analyst

Gusto; New York, San Francisco (NY, CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Gusto is seeking a Payments Operations Analyst to own end-to-end payment workflows, resolve complex exceptions, and improve system reliability. You’ll work with Engineering, Product, Accounting, Risk, and CX to ensure timely payments and scalable processes.

Embrace AI to enhance analysis, communications, and automation across the payment surface. You’ll collaborate with bank and payment partners, manage escalations, and help shape product requirements while maintaining strong ownership and

Qualifications

• 3+ years of experience in payment operations, banking operations, treasury operations, or a related role at a fintech or financial institution.
• Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or international money movement; experience across both is a strong plus.
• Strong analytical instincts and ability to query or structure data; SQL is a plus but not required.
• Experience with bank portals, payment processors, or reconciliation tools.
• Ability to communicate clearly with both operational and technical counterparts; write concise communications to engineers and bank partners.

Responsibilities

• Support the payment lifecycle end-to-end across ACH processing, exception handling, refunds, collection re-debits, and reconciliation; investigate, escalate when needed, and drive resolution.
• Build alongside Product and Engineering; contribute to specs, surface pain points, define requirements, and participate in launches.
• Close the loop on customer pain by mining CX feedback to identify friction in payment flows and bring insights to product and operations decisions.
• Think in systems by connecting rails, partners, reconciliation, compliance, and customer experience; understand ripple effects of issues.
• Hold partners to a high standard by coordinating with banks and payment partners (domestic and international) to triage issues and drive resolutions; lead with AI as a productivity lever.

Skills

Payment operations

Analytical thinking

SQL

Communication

AI fluency

Bank portals / payment processors

Tools

Reconciliation tools

Payment processors

Job description

Gusto is seeking a Payments Operations Analyst to own end-to-end payment workflows, resolve complex exceptions, and improve system reliability. You’ll work with Engineering, Product, Accounting, Risk, and CX to ensure timely payments and scalable processes.

Embrace AI to enhance analysis, communications, and automation across the payment surface. You’ll collaborate with bank and payment partners, manage escalations, and help shape product requirements while maintaining strong ownership and