Head of Partner Experience, Embedded Payroll

Certexamdb; New York (NY); Hybrid; USD 146,120 - 189,956; Full time

Job summary

Certexamdb is seeking a Head of Partner Experience to shape and scale customer experience strategies for our Embedded Payroll services. You will lead a CX team, implementing innovative strategies and managing relationships with partners.

Ideal candidates have 10-15 years in CX roles, strong data analysis skills, and a proven track record in high-growth settings. Join us in building exceptional experiences!

Qualifications

• 10-15+ years of leadership experience in CX, operations, or related roles.
• 5+ years of channel/partnership experience, especially in scaling operations via partners/vendors.
• Experience in high-growth startup settings or incubation teams within larger organizations.

Responsibilities

• Shape and scale CX strategy & operations.
• Train and help Partner CX teams scale.
• Use data to drive performance.

Skills

Entrepreneurial mindset

Data analysis skills

People management

Influence across functions

Strategic thinking

Job description

Head of Partner Experience, Embedded Payroll

Full-time, USA

About Gusto

Gusto is on a mission to grow the small business economy by handling payroll, health insurance, 401(k)s, and HR so owners can focus on their craft and customers.

About the Role

We are looking for a CX Leader to scale our platform strategy efforts, scaling our payroll service model for Gusto Embedded partners while leveraging in‑house Gusto CX capabilities to drive growth.

About the Team

Gusto Embedded Payroll (GEP) is an API‑based product that enables software developers to embed and customize payroll directly into their software, serving small and medium businesses across various platforms.

Key Responsibilities

• Shape and scale CX strategy & operations: create and implement innovative strategies to grow our customer experience service model as GEP expands, validate core hypotheses, and refine headcount and business models.
• Test and refine CX processes as we scale from 8k to 17k+ employee resources by FY26, maintaining strong execution and adaptability in a fast‑paced environment.
• Train and help our Partner CX teams scale: expand the Partner support training program on basic support handling and manage relationships with partner support team leadership.
• Refine systems and processes for GEP Partners to interact with our Tier‑2 support program.
• Leverage Gusto expertise and lead insourcing initiatives: collaborate with CXDI, Biztech, TaxRes, and Payroll Transfers to augment GEP CX capabilities and transition programs back to larger CX when appropriate.
• Collaborate across GEP functions: partner with GEP leaders to enhance customer experience, reduce cost‑to‑serve metrics, translate partner pain points into actionable product ideas, set clear CX expectations with Partner Growth, and assess embedded product impact with Technical Solutions.
• Use data to drive performance: work with BizTech and Data teams to refine the CX data model, capture and analyze key information sets, track trends in case volume and complexity, and monitor CX OKRs.
• Grow and empower your team: lead a CX team of 10+ members, including Enablement and Tier‑2 Ops functions, fostering a collaborative and high‑performance environment.

Qualifications & Expectations

• Scrappy, entrepreneurial, builder mindset: experience building and operationalizing initiatives from 0‑to‑1 and scaling them from 1‑to‑10, designing future workflows, and rolling out new tooling for internal or partner CX teams.
• Strategic systems thinker: identify gaps and trade‑offs, prioritize effectively with broader GEP leadership, and possess strong data analysis, strategy development, and systems thinking skills.
• Customer empathy: deep empathy for the partner support team and end customer, strong people‑management skills.
• Desire to learn GEP end‑to‑end business and understand CX impact on unit economics.
• Ability to influence across functions: translate pain points into product ideas, set expectations and policies with partner‑facing teams, and understand embedded product implementation.
• Strong understanding of Gusto’s CX support model and ability to leverage existing experts and teams.
• 10‑15+ years of leadership experience in CX, operations, or related roles.
• 5+ years of channel/partnership experience, especially in scaling operations via partners/vendors.
• Proven track record working with enterprise SaaS customers in support functions with technically complex workflows, platforms, and infrastructure.
• Experience in high‑growth startup settings (Series A/B) or incubation teams within larger organizations.
• Familiarity with payroll systems is a bonus but not required.

Compensation & Benefits

Cash compensation ranges from $124,080 to $161,304 per year in Denver and most major metro locations, and $146,120 to $189,956 per year for San Francisco and New York. Final offers are determined by location, experience, and expertise.

Employees are expected to work from the office on designated days (2‑3 days per week) in Denver, San Francisco, or New York. Flexible hybrid arrangements are available with a reliable internet connection.

Equal Opportunity Employer

Gusto is a proud equal‑opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, age, sex, pregnancy, childbirth, related medical conditions, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other legally protected characteristics. We consider qualified applicants with criminal histories consistent with applicable law and provide reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you require a medical or religious accommodation during your application process, please fill out the provided form and a member of our team will contact you.

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