Vendor Operations Engagement Program Manager

Gusto, Denver, CO

It’s time to tame the chaos of payroll, benefits, and HR.

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 200,000 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.

The Engagement Program Manager will work closely with Engagement stakeholders to ensure high quality customer service delivery at our outsourced site. The role involves extensive cross-functional collaboration to implement vendor-related initiatives and oversee agent readiness and enablement.

The Vendor Operations team extends the capabilities of our world class CX organization.  By working with partners that share our values, culture, and vision, we ensure our customers have the experience they expect when they connect with us.  This role is a unique opportunity to make a huge impact in helping scale Gusto’s CX capabilities through our third party partners.  The right candidate understands vendor operations and is an expert in breaking down the details of support workflows and helping create the business case to engineering to invest in tools that our partners will rely upon every day. The work you will do will be the foundation which our partner network will rely upon for years to come. 

What it is like to Work with Gusto

Here’s what you’ll do day-to-day:

  • Be the expert in end to end customer workflows 
  • Provide timely support to partner escalations
  • Use your fluency in CX tools to create requirements that will bridge the gap from what our partners can do today and what they will be able to do tomorrow.  Identifying these opportunities will be key to our ability to scale.
  • Perform data analysis and execute data-informed initiatives to enhance operational performance by partnering with internal business partners (BizTech, IT, engineering, etc)
  • Work with our vendor partners to test new functionality and scale the business
  • Identify process and product related roadblocks and work efficiently to remove them
  • Be a central point of contact for all communications affecting vendor groups
  • Drive daily and weekly syncs with vendors and internal stakeholders 
  • Candidates are required to have experience with the line of business they will support (PRC/FSC/Payroll Ops, etc)

Here’s what we're looking for:

  • Demonstrated CX/support background and experience, preferably supporting 3rd parties
  • Experience in root cause analysis, tools roadmaps, QA, and improving the customer experience
  • Program management and project management experience
  • Ability to influence others, often times remotely
  • Transmit and foster our values, serving as an example of Gusto RISE principles
  • Bachelor's degree or equivalent real-world experience

Our cash compensation amount for this role is targeted at $69,000-$97,000 in Denver & most remote locations, and $86,000-$117,500 for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

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 with us.

Our company 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. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] 

About Gusto

We are Gusto Founded in 2011, Gusto provides payroll, benefits and HR to modern companies. We have offices in San Francisco and Denver, but thanks to our 40,000 small business customers and their employees, there’s a little piece of us in all 50 states. We believe that humans aren’t resources. When we come to work, we don’t leave our humanity at the door. We bring life with us: our feats and friendships, our adventures and aspirations. Great businesses treat us like people, not ID numbers. When that happens, work becomes a source of energy rather than fatigue. It creates a virtuous cycle where life improves work, and work improves our lives. That’s why we started Gusto. Our mission is to create a world where work empowers a better life.

Want to learn more about Gusto? Visit Gusto's website.