Head of Partner Experience, Embedded Payroll

Rozgoo; United States; Remote; USD 150,000 - 260,000; Full time

Job summary

Gusto is seeking a CX Leader to scale our Platform strategy, specifically for Gusto Embedded partners, and to elevate our in-house CX capabilities. The role focuses on scaling CX services, training partner teams, and driving cross-functional initiatives to support growth and efficiency.

The candidate will lead a 10+ member CX team, collaborate with CXDI, Biztech, TaxRes, and Payroll Transfers, and use data to drive performance and cost-to-serve improvements across the organization.

Responsibilities

• Shape and scale CX strategy & operations.
• Train and scale Partner CX teams.
• Lead 'insourcing' initiatives with CX teams.
• Collaborate with GEP functions to improve CX and reduce costs.
• Use data to track CX trends and OKRs.
• Grow and empower a 10+ member CX team.

Job description

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

We are looking for a CX Leader to scale our Platform strategy efforts. This person will be responsible for scaling our payroll service model for Gusto Embedded partners as well as leverage in-house greater Gusto CX capabilities to take us to the next level of growth. What is covered under today’s GEP service model: CX enablement (training our GEP Partners to take on Tier 1 CX), Tier 2 payroll support, tax notice resolution, white glove onboarding & payroll transfers.

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. And it works in any type of platform serving small and medium businesses: vertical SaaS, business operations, fintech, neobanks, and more. We've taken the infrastructure we've built servicing tens of millions of paychecks and tens of thousands of tax codes and made it available for software developers.

Here's what you'll do day-to-day:

• Shape and scale CX strategy & operations : Create and implement innovative strategies to scale our customer experience service model as GEP grows, validating our core hypotheses and refining our headcount and business models. Test and refine our CX processes as we expand from 8k to 17k+ employee resources (ERs) by FY26, maintaining a strong emphasis on execution and adaptability in a fast-paced environment.
• Train and help our Partner CX teams scale: Scale Partner support training program on basic support handling and manage relationships with the Partner support team leadership. Refine systems and processes for how GEP Partners interact with our Tier 2 support program.
• Leverage Gusto Expertise and lead "insourcing" initiatives: Work closely with existing Gusto CX teams, such as CXDI, Biztech, TaxRes, and Payroll Transfers, to effectively augment GEP CX's capabilities and potentially transition programs back to larger CX, ensuring thoughtful and strategic execution.
• Collaborate across GEP functions: Partner with GEP leaders to enhance customer experience and reduce cost-to-serve metrics. Translate partner pain points into actionable product ideas for the EPD team (e.g. improved tooling), set clear CX expectations with the Partner Growth team (e.g. enablement needs, support SLAs, partner agreements), and assess how partner embedded products impact downstream customer experience with the Technical Solutions team.
• Use data to drive performance: Collaborate with BizTech and Data teams to refine CX data model and ensure we're capturing / analyzing the key information sets we need to understand trends in case volume and case complexity, and to track against CX OKRs.
• Grow & empower your team: Grow and lead a CX team of 10+ members, including 2 sub-functions (Enablement and Tier 2 Ops), cultivating a collaborative and high-performance environment. Enhance our team playbook with best practices and define team career & growth paths.

Here's what we're looking for:

• Scrappy, entrepreneurial, builder mindset: