Payroll & Tax Operations Leader

Human Resources Exam SHRM; Northern (KY); Hybrid; USD 69,000 - 91,000; Full time

Job summary

Gusto seeks a Payroll & Tax team leader to guide a high‑performing customer support team responsible for accurate payroll processing and regulatory compliance across multiple states. You will coach, mentor, and scale operations to improve NPS and customer happiness while aligning with company OKRs.

The role emphasizes leadership in a regulated environment, use of scalable systems and AI tools, and collaboration with product teams to reduce inquiries and drive efficiency.

Qualifications

• Minimum of 3 years of experience leading teams of individual contributors.
• Deep understanding of customer experience, support metrics, best practices, and tools.
• Background in payroll and/or tax is desired.
• Experience using data to build new processes and improve existing ones.
• Adopts AI in their daily tasks and works to efficiently use these tools to drive the business.

Responsibilities

• Lead a team of passionate individuals and support their daily activities.
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback.
• Empower your team to use scalable systems and metrics to monitor and improve the customer experience.
• Understand your team's performance and coach individuals to meet or exceed their performance goals.
• Use scalable systems and metrics to monitor and improve the customer experience, driving loyalty, retention, and growth.
• Understand and communicate company initiatives, OKRs, and metrics used to measure growth and performance in customer support.
• Use data to identify how we can improve our tools and processes as we scale.
• Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries.
• Partner cross-functionally to develop your team's skills and capabilities over time.
• Utilized AI to learn quickly, create process improvement, gain efficiencies and drive organizational change for you and your team.

Skills

Team leadership

Customer experience

Problem solving

Payroll knowledge

Data analysis

Hiring & coaching

AI adoption

Education

Bachelor's degree preferred

Job description

Gusto seeks a Payroll & Tax team leader to guide a high‑performing customer support team responsible for accurate payroll processing and regulatory compliance across multiple states. You will coach, mentor, and scale operations to improve NPS and customer happiness while aligning with company OKRs.

The role emphasizes leadership in a regulated environment, use of scalable systems and AI tools, and collaboration with product teams to reduce inquiries and drive efficiency.