Head of Fulfillment - Benefits
Head of Fulfillment - Benefits
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Job Description
About Gusto
Gusto is a modern online people platform that helps small businesses take care of their teams. On top of fullservice payroll Gusto offers health insurance 401(k)s expert HR and team management tools. Today Gusto offices in Denver San Francisco and New York serve more than 400000 businesses nationwide.
Our mission is to create a world where work empowers a better life and it starts right here at Gusto. Thats why were committed to building a collaborative and inclusive workplace both physically and virtually. Learn more about our Total Rewards philosophy.
About the Role:
The Head of Fulfillment will lead the strategy operations and of our back office fulfillment function responsible for processing all group and memberlevel transactions with insurance carriers for our small business customers. This person will be accountable for ensuring timely accurate and highquality transaction delivery while driving innovation and employee productivity through tooling and automation.
As the Head of Fulfillment you will shape and scale a highperforming multilayered team drive crossfunctional collaboration and lead process modernization efforts that support Gustos growth improve quality and unlock new levels of operational excellence.
About the Team:
This is a critical leadership role reporting to the Head of Benefit Operations within CX. Gustos CX organization is the heartbeat of our customer promise. With over 300000 customers and growing we play a foundational role in ensuring that small businesses and their employees receive the benefits they needaccurately and on time.
Heres what youll do daytoday:
- Lead a large distributed fulfillment organization responsible for the endtoend processing of group and memberlevel health insurance transactions.
- Drive performance across accuracy quality and cycle time metrics ensuring fulfillment consistently meets SLAs and supports a seamless customer experience.
- Design scalable systems workflows and quality controls to reduce rework improve throughput and manage seasonal volume spikes such as Open Enrollment.
- Partner closely with Sales Advising Onboarding and Carrier Relations teams to improve intake quality reduce friction and streamline crossfunctional handoffs.
- Identify and implement AI automation and tooling solutions that eliminate manual work and increase employee productivity without sacrificing quality.
- Monitor fulfillment KPIs and proactively use data to identify root causes prioritize process improvement opportunities and guide strategic decisions.
- Develop and coach senior leaders to build strong empowered teams that operate autonomously and with accountability.
- Champion change management lead system or process migrations and scale the teams capacity to handle new product lines customer journeys or market segments.
- Foster a hightrust highperformance culture rooted in operational discipline team development and customer impact.
Heres what were looking for:
- 10 years of experience in operations fulfillment or insurance administration with a strong track record of scaling highvolume detailoriented teams.
- 5 years in senior leadership roles managing large distributed teams 100 employees) through multiple layers of management.
- Proven success leading operational functions responsible for accuracy compliance and ontime delivery in highly transactional environments.
- Deep understanding of health insurance workflows including group setup member enrollment carrier submissions and ACA compliance.
- Demonstrated experience leveraging technologyAI automation or workflow toolsto improve employee productivity and reduce manual effort.
- Skilled in crossfunctional collaboration with the ability to build strong relationships across Sales Product Engineering and CX functions.
- Track record of building highperforming teams and developing directorlevel talent into strategic leaders.
- Datadriven operator with strong analytical skills and experience setting and managing to performance KPIs.
- Confident change leader with experience navigating complexity ambiguity and transformation.
- Excellent communication skills with the ability to influence at all levels of the organization.
- Willingness to travel to Gustos Centers of Gravity as needed.
Our cash compensation amount for this role is $148000/yearly to $185000/yearly in Denver and $174000/yearly to $218000/yearly in San Francisco & New York. 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 23 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gustos 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.
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 its 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.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Required Experience:
Director
Employment Type
Full-Time
