Senior Lead, Program Manager

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service 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 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy

About the Role :

As a Senior Lead, Program Manager on the PMO team, you will have the opportunity to partner with business leaders across Product, BizTech, Operational Teams, Sales, and Customer Experience in helping us continue to drive best-in-class experiences for our customers.

You will support numerous teams to solve complex problems they face, and execute large cross-functional projects that bring our strategic vision to life. You will set the standard for how to ready the business for important technical and operational change. You’ll be customer-obsessed, strategic, detail-oriented, and highly creative.

In particular, you will play a role in shaping how Gusto uses AI to generate content that is useful to our customers and Gusties. You will partner with our executive sponsor on this work to create the program by which we will succeed in this sphere. This is truly groundbreaking work.

About the Team :

The Program Management Office (PMO) helps plan and execute on some of the highest priorities impacting the customer at Gusto. Directly supporting multiple teams, we lead through crystal clear priorities and roadmaps and organizational rigor.

Here’s what you’ll do day-to-day :

• Lead and drive high priority, cross-functional programs for Gusto relating to Content and AI inside our Customer Love Engine (CLE), by developing and managing program & project plans and charters for cross-functional initiatives that interface with Product and Customer Experience, all while taking ownership for program’s success or failure.
• Co-create the program structure with Executive Sponsor, standing up a 0 to 1 capability for the work.
• Use customer experience expertise to address complex gaps in Gusto’s service model and leverage them to design programs that solve for root cause.
• Identify framework and design principles for programs that will generate success as well as new, creative, and effective solutions. Solve impactful problems with Engineering, Product & Design, and several Business Technology Administrators on multiple initiatives.
• Evaluate and recommend product proposals to executive level stakeholders, based on multiple advanced criteria such as size, unit economics, and customer value, and creating the plan to sequence and execute on them with dozens of people.
• Demonstrate influence with executive level stakeholders within CX through collaboration and presentations, and serve as thought partner for CX leaders.
• Exhibit a systems-thinking approach to any program or decision that demonstrates deep understanding of the interdependent relationships between team, organizations, and product / service offerings.
• Create and implement readiness plans to prepare the business for weekly and monthly launches.
• Shape reporting mechanisms and cadence for large audiences, both vertically and horizontally.
• Build and implement scalable processes using hypothesis-driven problem solving; provide data-driven insights and recommendations to enhance CX strategy.
• Act as a mentor to junior PMOs as they drive cross-functional programs and projects interfacing with Product and Customer Experience.

Here’s what we're looking for :

Our cash compensation amount for this role is $144,000 to $178,000 / yr in Denver & most major metro locations, and $170,000 to $210,000 / 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, 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.

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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Salary : $144,000 - $178,000