Head of Escalation Services & AI-Driven Resolution

Gusto; Denver (CO); Hybrid; USD 119,000 - 146,000; Full time

Benefits offered by this job

Equity (RSUs)

Job summary

Gusto is hiring a Senior Leader to run Escalation Services within Benefits Services. You will lead a white-glove escalation team, redesigning the intake, triage, tooling, and root-cause infrastructure to scale with volume and complexity.

You will partner with Product, Engineering, and Legal to drive root-cause fixes and an AI-driven automation roadmap. The role blends people leadership with system-level redesign, measuring impact through escalation health, speed, and customer outcomes as Gusto

Qualifications

• 5+ years of leadership experience, including 2+ years leading other leaders.
• Experience owning escalation, technical support, or supportability functions in a fast-paced environment.
• Experience driving org change — restructures, process redesign, or scaling.
• Proven ability to manage high-pressure, high-visibility escalations and communicate clearly across stakeholders.
• Track record of building bridges across Product, Engineering, and Legal to drive root-cause fixes.
• Experience with AI fluency and building automation to speed resolution.

Responsibilities

• Operate a white-glove escalation service with a structured cadence of reviews.
• Lead specialists and coordinate cross-functionally for timely resolutions.
• Own the escalation framework: intake, triage, routing, resolution, and learning.
• Develop playbooks and set the AI automation roadmap to reduce manual work.
• Create and socialize KPIs, dashboards, and reporting for leadership visibility.
• Coach and develop team members through structured, high-bar performance management.

Skills

Leadership

Escalation mgmt

AI fluency

Cross-functional

Data analytics

Tools

Salesforce

Job description

Gusto is hiring a Senior Leader to run Escalation Services within Benefits Services. You will lead a white-glove escalation team, redesigning the intake, triage, tooling, and root-cause infrastructure to scale with volume and complexity.

You will partner with Product, Engineering, and Legal to drive root-cause fixes and an AI-driven automation roadmap. The role blends people leadership with system-level redesign, measuring impact through escalation health, speed, and customer outcomes as Gusto