Payment Operations Analyst

Gusto; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

Gusto is seeking a Payment Operations Analyst to own end-to-end payment workflows across ACH processing, exception handling, refunds, and reconciliation within the Money team. You’ll collaborate with Engineering, Product, Accounting, Risk, and CX on day-to-day operations and drive improvements to ensure reliable, scalable money movement across payroll and related services.

As part of a growing payments surface, you’ll help resolve outages affecting thousands of users and push for robust

Responsibilities

• Support the payment lifecycle end-to-end
• Own the operational layer of specific payment workflows — ACH processing, exception handling, refunds, collection re-debits, reconciliation. When something is off, you investigate, escape where needed, and see it through to resolution. And when you see a pattern, you push to fix the root cause.
• Build alongside Product and Engineering
• Close the loop on customer pain

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:

Payments at Gusto aren't just infrastructure — they're the reason people get paid on time, every time. Payment Operations sits within Gusto's Money team, a cross-functional group spanning Engineering, Product, and Operations that powers money movement across Gusto's growing product surface: core payroll, contractor payments, international money movement, and new business offerings like PEO.

As a Payment Operations Analyst, you'll own specific end-to-end payment workflows, resolve exceptions that require real judgment, and help make our systems more reliable and efficient over time. Gusto's payment surface area is expanding — and this team is at the center of that growth.

This is a role for someone who can shift from investigating a single misfired transaction to coordinating a response on a payment outage affecting thousands — and bring the same rigor to both. You think in systems. You hold partners accountable. You lead with curiosity and embrace AI as a core part of how you work.

You'll collaborate closely with Engineering, Product, Accounting, Risk, and CX — and you'll develop strong day-to-day relationships with Gusto's bank and payment partners. When something breaks or slows down, you're the one who drives it to resolution.

Here’s what you’ll do day-to-day:

• Support the payment lifecycle end-to-end

  Own the operational layer of specific payment workflows — ACH processing, exception handling, refunds, collection re-debits, reconciliation. When something is off, you investigate, escape where needed, and see it through to resolution. And when you see a pattern, you push to fix the root cause.

• Build alongside Product and Engineering

  Payment Operations doesn't just react — we shape how the systems work. You'll contribute to product specs, surface operational pain points, help define requirements, and participate in launches. You're a partner in building, not just a consumer of what gets shipped.

• Close the loop on customer pain

  Customer and CX feedback is signal. You actively mine it to identify friction in payment flows, prio