Head of Product Operations, Tax Credits

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stufflike payroll health insurance 401(k)s and HRso owners can focus on their craft and customers. With teams in Denver San Francisco and New York were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

About the Role:

At Gusto the Tax Credits team is on a mission to empower small businesses by unlocking valuable savings through tax credits and grants. Operating like a mini startup within the company we are a team driven by deep customer empathy domain expertise and a relentless desire to innovate. If youre passionate about solving big problems driving operational strategy and making a tangible impact on small business owners lives wed love to have you on our team.

Your talents will be instrumental in delivering an exceptional customer experience developing operating processes that enable our customers and internal teams and creating a strong foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America.

About the Team:

The Tax Credits team is on a mission to democratize tax credits and grants. We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors ensuring every business receives the financial resources they deserve to fuel growth innovation and long-term success.

The Tax Credits Operations team is a collaborative team who are passionate about tax credits. Were a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience and build the best version of Gusto for our customers.

Heres what youll do day-to-day:

• Operational Leadership
• Manage coach and develop operators and managers delivering all customer tax credits
• Monitor and manage pipeline health turnaround times quality metrics (e.g. NPS CSAT CES DQ rates)
• Demonstrate strong decision-making and clear-headed leadership through change unforeseen issues or escalations
• Act as a player-coach when needed (e.g. during seasonal peaks) to ensure delivery continuity customer empathy and depth of subject matter expertise
• Lead by example and inspire operational innovation - e.g. personally demonstrate AI adoption and inspire others on the team to learn attend or lead continuing education on tax credits topics and create learning opportunities for team members
• Operational Rhythm & Alignment
• Run effective meetings operational check-ins and cross-functional communications
• Partner with leadership Data to maintain performance and OKR reviews to track delivery and quality performance
• Ensure clear priorities and collaborations across Ops Product GTM Compliance and Data
• Seasonal & Cyclical Execution
• Lead and deliver high-volume seasonal projects (e.g. amendments substantiation reports) that drive measurable business impact
• Own or collaborate on recurring (e.g. quarterly) rituals: planning performance reviews all-hands
• Anticipate seasonal spikes and adjust team capacity accordingly
• Continuous Improvement
• Proactively identify and address operational risks. Help the business see around corners to scale while remaining compliant with the latest tax laws
• Design and implement process changes to improve efficiency accuracy and scale
• Align operational readiness with product launches and GTM strategies
• Customer Advocacy
• Aggregate and share customer insights to influence product strategy and execution in a way that solves and prevents customer pain
• Partner with Product to close high risk or trending feature gaps and improve customer experience

Heres what were looking for:

• • 9 years of relevant work experience at growing startups in operating roles (i.e. biz ops/strategy roles product operations project/program management and/or consulting. 2 years experience in tax credits.
• Experience scaling service strategy alongside growing SaaS products to include incubating products building and managing product betas and/or integrating new products into a scalable best-in-class service model
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete.
• Demonstrated self-starter and organized problem-solver. Self-sufficient resourceful and bias for action towards continuous improvement
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives to include influencing senior leaders in Product orgs
• Strong results-orientation and direct experience in pulling and utilizing data to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them.
• Excellent written and verbal communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences
• Experience with service design and/or service blueprinting

Our cash compensation amount for this role is $158000/yearly to $195000/yearly in Denver & most major metro locations and $185000/yearly to $229000/yearly for 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 2-3 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. 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 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.

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