Remote opportunity at
GustoSenior Manager, Escalation Services
Gusto operates a platform providing payroll, health insurance, 401(k)s, and human resources support for more than half a million small businesses across the United States. The…
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About This Role
Gusto operates a platform providing payroll, health insurance, 401(k)s, and human resources support for more than half a million small businesses across the United States. The organization maintains physical offices in Denver, San Francisco, and New York. Gusto is currently hiring a Senior Manager, Escalation Services to oversee its benefits escalation team. This full-time position requires working on-site at one of the company office locations. In this capacity, the selected…
Job Description
Gusto operates a platform providing payroll, health insurance, 401(k)s, and human resources support for more than half a million small businesses across the United States. The organization maintains physical offices in Denver, San Francisco, and New York.
Gusto is currently hiring a Senior Manager, Escalation Services to oversee its benefits escalation team. This full-time position requires working on-site at one of the company office locations.
In this capacity, the selected professional will split time between managing a white-glove escalation team and redesigning the underlying operational ecosystem. Responsibilities include handling high-visibility and access-to-care emergencies, driving root-cause analysis, and integrating artificial intelligence tooling into daily workflows to improve case resolution speed and accuracy.
This role suits experienced leaders who possess a background in managing complex support functions, driving organizational change, and utilizing digital automation tools. Candidates should be comfortable balancing daily operational oversight with long-term system redesign.
Gusto provides a workplace environment that embraces equal opportunity employment, welcoming applicants from diverse backgrounds without regard to protected characteristics.
Responsibilities
- Manage a team of specialists running Escalation Services through structured check-ins and performance reviews
- Serve as the primary contact for high-visibility escalations and coordinate cross-functional resolutions
- Handle sensitive or high-risk cases directly alongside team members
- Redesign the end-to-end escalation operating model including intake, triage, severity tiering, and routing
- Establish root-cause analysis practices to convert individual cases into actionable trend data
- Define and socialize an escalation policy for Benefits Services
- Track and report key performance indicators such as time-to-resolution, reopen rates, and customer satisfaction
- Set the automation roadmap and AI vision to accelerate triage and minimize manual handling
Requirements
- Possess at least five years of leadership experience
- Demonstrate a background in owning escalation, technical support, or supportability functions
- Show proof of driving organizational change or process redesign
- Manage high-pressure escalations and communicate across various organizational levels
- Operate against time-sensitive service-level agreements in regulated operational environments
- Engage with artificial intelligence tools relevant to the role
Qualifications
- Have two or more years of experience leading other leaders
- Bring domain experience in benefits operations, health insurance brokerage, employee benefits administration, access-to-care advocacy, or payroll
- Familiarity with carrier portals, Salesforce, and high-volume case management tooling
Core Skills
Frequently Asked Questions
What is the employment type for this position?
This is a full-time position.
What is the remote work policy for this role?
This is an on-site position. Employees are expected to work from designated physical office spaces in Denver, San Francisco, or New York approximately two to three days per week or more depending on the role.
What salary does this position offer?
The posting does not specify a statewide salary, but notes a cash compensation range of $119,185 to $146,000 per year for positions located in Denver and Phoenix.
What leadership experience is required?
Candidates must have at least five years of leadership experience, with a preference for two or more years spent leading other leaders.
Sample Interview Questions
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