People Partner Lead, CX

The Wrap; Scottsdale (AZ); Hybrid; USD 158,000 - 229,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive compensation

Job summary

Gusto is seeking a senior People Business Partner to support the Customer Experience organization. This role partners with CX leadership to design org structure, workforce strategy, and high-stakes talent conversations while empowering two People Partners who handle coaching at scale.

You will articulate people data insights, lead impactful talent programs, and collaborate across the CX and COE teams to drive a high-performance culture.

Qualifications

• 10+ years of HRBP or People Partner experience in large operational or customer-facing orgs.
• Experience supporting CX, contact centers, or customer-facing teams; SaaS background preferred.
• Proven ability to coach and develop a team while maintaining senior client relationships.
• End-to-end program ownership: performance cycles, leadership changes, or reductions.
• Strong ability to translate data into actionable insights for senior leaders.

Responsibilities

• Partner with CX leadership to drive talent strategy, workforce planning, and org design.
• Deliver candid feedback to senior leaders on effectiveness and talent decisions.
• Empower and coach two People Partners delivering coaching at scale.
• Turn attrition, engagement, and ER trends into clear reads for CX leadership.
• Build scalable People processes and leverage AI for repetitive tasks.
• Operate core talent programs including performance cycles and calibrations.
• Set high performance standards and ensure accountability at the leadership level.
• Translate company-wide programs for the CX org and surface CX context to COE.
• Execute end-to-end org changes: planning, comms, Workday updates, enablement.

Skills

HRBP experience

People management

Organizational design

Workforce strategy

Talent conversations

Program ownership

AI-forward mindset

Data-driven

Change management

CX leadership collaboration

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're looking for a senior People Business Partner to support our Customer Experience organization at Gusto. This role reports into Gusto's Head of People and serves as an embedded, execution-oriented partner to the CX Leadership Team — someone who advises and then stays in the room until the work is done.

This is a senior partnership role with a team management component. You'll spend most of your time working directly with CX Senior Leaders — the leaders who run one of our largest, most operationally complex functions — on org design, workforce strategy, and the harder talent conversations that only land when there's real trust. At the same time, you'll directly empower 2 People Partners who deliver the day-to-day: coaching frontline managers, managing ER volume, and executing People programs across a large, distributed org.

You earn trust through follow-through, not decks. You stress-test thinking and then own the outcome — from org change communication to the last Workday update. You don't identify primarily as a strategist. You identify as someone who gets things done, and your ability to work alongside senior leaders is a byproduct of that credibility — not the other way around.

We are in an active build phase — this role requires someone who arrives ready to construct and deliver, not inherit and sustain.

Here’s what you’ll do day-to-day:

• Build trusted partnerships with the CX Senior Leadership Team — understanding org dynamics, surfacing friction early, and driving decisions on talent strategy, workforce planning, and org design — staying accountable for outcomes, not just recommendations.
• Lead the harder conversations: delivering candor to senior leaders on their own effectiveness, navigating performance decisions on high-profile talent, and partnering through significant org changes end-to-end.
• Directly empower and develop 2 People Partners (team of 3 total) who deliver coaching at scale and execute People programs across frontline CX teams — setting a high bar, giving direct feedback, and keeping ownership with your team.
• Synthesize People data — attrition signals, gPulse results, absenteeism trends, ER case patterns — into clear, actionable reads for CXLT before they have to ask.
• Build lightweight, scalable People processes, operating mechanisms, and repeatable playbooks — reaching for AI when the work is repetitive or data-heavy rather than waiting for a perfect framework before shipping a good one.
• Support and operationalize core talent programs including performance cycles, calibration discussions, promotion processes, and senior leader enablement.
• Reinforce high performance standards, accountability, and clarity around expectations, feedback, and growth at the leadership level.
• Serve as the liaison between CX and Gusto's broader People team (Talent Acquisition, Total Rewards, L&D, People Ops), translating company-wide programs into what they mean for the CX org — and surfacing CX context back to the center.
• When org changes are decided, own end-to-end execution — transition planning, communication sequencing, Workday updates, leader enablement, and follow-through until nothing is left unresolved.

Here’s what we're looking for:

• 10+ years of HRBP or People Partner experience, with meaningful time supporting large operational or customer-facing organizations — Customer Experience, contact centers, non-exempt or hourly workforces, or similar. Background at high-growth SaaS companies — ideally founder-led or recently public — supporting CS, CX, or customer-facing orgs preferred.
• A builder's instinct. You don't wait for the perfect framework before shipping a good one. When you hit a repetitive or data-heavy task, your first move is to ask \"can we build something to handle this?\" — and then you go do it. You ship lightweight, scalable processes and playbooks, and you do it fast.
• Demonstrated ability to operate at every altitude — a frontline escalation at 9am and an org design conversation at 3pm, with equal confidence in both. You've built enough credibility through execution that senior leaders pull you in; you're trusted enough to push back, and reliable enough to be handed the execution afterward.
• Prior people management experience required. Demonstrated ability to develop and coach a team of PPs while maintaining your own senior client relationships — sets a high bar, gives direct feedback, and keeps ownership with the team.
• A track record of owning programs end-to-end — not just designing them. You've run a performance cycle, a reduction, or a leadership change from kickoff to close, and you know what it takes to get all the way to done.
• Strong operator mindset. You've executed complex People work end-to-end — not just advised on it. You know what a well-run reorg or high-stakes talent decision looks like from the inside.
• A strong bias toward action and a high speed of execution. You'd rather move and adjust than wait for the perfect answer — and when you decide to move, you move quickly.
• Comfortable working with People data — attrition, engagement, ER trends, workforce analytics — and translating it into a clear story for a CX VP without over-engineering it.
• You build credibility through follow-through. Leaders trust you because you do what you say you'll do.
• Ability to thrive in ambiguity, hold a lot of detail, and stay organized across a large and dynamic org.
• Sound judgment that accounts for Gusto, not just CX. You make People decisions that hold up beyond your client group — ones your COE partners can build for and that don't create one-off exceptions that ripple across the company. You proactively build COE relationships because you know that's what makes the model work.
• AI-forward mindset. You actively use AI to work better — surfacing insights faster, reducing administrative drag, improving how you communicate at scale. You're curious about what AI can do for People work and you experiment rather than wait.

Our cash compensation amount for this role is between $158,300 - $195,237/year in Denver and between $185,955 - $229,345/year for New York/San Francisco. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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