Benefits Escalations Lead – AI-Driven Operations

Gusto, Inc.; Denver (CO); Hybrid; USD 92,245 - 113,000; Full time

Benefits offered by this job

Competitive base pay

Equity (RSUs)

Hybrid work schedule

Job summary

Gusto, Inc. is seeking an emerging leader to guide the Escalations Services team, delivering a best-in-class benefits experience for thousands of small businesses and their employees.

You will lead a group of 10–15 Operations Specialists, mentoring them to achieve monthly, quarterly, and annual objectives while leveraging AI to streamline workflows and carrier communications. The role requires 3+ years in benefits administration or health insurance, strong leadership track record, and a

Qualifications

• 3+ years of experience in Benefits Administration or Health Insurance.
• 3+ years of experience leading projects or teams.
• Experience with or exposure to AI tools and digital workflows.

Responsibilities

• Lead and coach a team of ~15 Operations Specialists to deliver benefits administration with strong development feedback.
• Drive timely and accurate benefit enrollments within SLAs, balancing speed and quality.
• Identify and implement AI and automation to reduce manual tasks and improve carrier interactions.

Skills

Benefits Administration

Team Leadership

AI Fluency

Data Analysis

Change Management

Problem Solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce (SFDC)

Excel

Tableau

Job description

Gusto, Inc. is seeking an emerging leader to guide the Escalations Services team, delivering a best-in-class benefits experience for thousands of small businesses and their employees.

You will lead a group of 10–15 Operations Specialists, mentoring them to achieve monthly, quarterly, and annual objectives while leveraging AI to streamline workflows and carrier communications. The role requires 3+ years in benefits administration or health insurance, strong leadership track record, and a