Insurance Carrier Operations Manager

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:

Were looking for a Senior Manager to lead our Carrier Operations team a critical pillar within Gustos Benefit Operations this role youll be the operational engine behind our insurance carrier partnerships. Youll drive escalations to resolution safeguard data integrity and ensure a seamless experience for small business customers and their employees. This position is perfect for someone who thrives in complexity brings clarity to ambiguity and loves fixing broken systems while scaling operational excellence.

About the Team:

The Carrier Operations team is a cornerstone of Gustos benefits ecosystem bridging the gap between insurance carriers and the small businesses we serve. We specialize in bringing order and clarity to complex processes by ensuring accuracy compliance and seamless execution at scale. By partnering closely with Sales R&D and Benefits Operations our team enables both customers and internal teams to work with confidence knowing the right data and systems are in place to deliver a consistently great experience.

Heres what youll do day-to-day:

• Spearhead Carrier Operations execution by resolving escalations across quoting underwriting and fulfillment workflows
• Lead Coach and Develop a team of 9 individual contributors
• Maintain the accuracy of internal plan libraries rate tables and carrier underwriting rule systems
• Ensure end-to-end process documentation system configurations and data flows are always audit-ready
• Act as the operational point of contact for carrier partners coordinating escalations updates and tactical needs
• Conduct recurring business reviews with partners focusing on operational performance SLA adherence and improvement opportunities
• Partner with R&D Sales and other Benefits teams to improve quoting logic onboarding workflows and carrier fulfillment processes
• Drive business impact by identifying operational hot spots and leading carrier or process-based interventions to resolve them

Heres what were looking for:

• 7 years of experience in the health insurance or benefits industry with deep expertise in underwriting rules carrier operations or partnership management
• 5 years leading operational teams or managing complex cross-functional projects
• Strong operational rigor with a bias for execution and systems thinking
• High data fluency; experience with tools such as Excel Tableau or Redash and comfortable using metrics to inform decisions
• Excellent communication and relationship management skills; able to influence across internal and external stakeholders without authority
• A problem-solver at heart: excited to fix broken systems reduce friction and prevent issues from recurring
• Bonus: Experience in high-growth SaaS or brokerage environments with familiarity in quoting engines API integrations or plan configuration systems

Our cash compensation amount for this role is $126810 to $156399/yr in Denver & most major metro locations and $146940 to $191022/yr 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.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject toGustos Applicant Privacy Notice.