Hybrid opportunity at
GustoSenior Manager, Escalation Services
Gusto provides comprehensive payroll, health insurance, 401(k), and HR solutions to over 500,000 small businesses across the United States, operating from offices in Denver, San Francisco,…
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About This Role
Gusto provides comprehensive payroll, health insurance, 401(k), and HR solutions to over 500,000 small businesses across the United States, operating from offices in Denver, San Francisco, and New York. The organization is currently seeking a Senior Manager for Escalation Services to spearhead its benefits escalation ecosystem. This position is a dual role requiring the selected professional to deliver a white-glove service for critical customer issues while simultaneously redesigning the operational…
Job Description
Gusto provides comprehensive payroll, health insurance, 401(k), and HR solutions to over 500,000 small businesses across the United States, operating from offices in Denver, San Francisco, and New York.
The organization is currently seeking a Senior Manager for Escalation Services to spearhead its benefits escalation ecosystem. This position is a dual role requiring the selected professional to deliver a white-glove service for critical customer issues while simultaneously redesigning the operational infrastructure, including intake, routing, triage, and root-cause analysis systems.
This job suits an experienced operations leader with a background in high-stakes customer environments who is comfortable building scalable systems and integrating artificial intelligence into daily workflows.
The role operates on a hybrid schedule, requiring employees to work from a designated physical office approximately two to three days per week when based in applicable metro areas.
Responsibilities
- Manage a team of specialists running Escalation Services through weekly one-on-ones, team forums, and monthly reviews
- Handle high-visibility, executive-level, compliance-related, and reputationally sensitive cases directly alongside the team
- Redesign the end-to-end escalation operating model to improve intake, triage, severity tiering, and routing
- Establish root-cause analysis practices to convert individual escalations into systemic trend data and prevent recurrence
- Define and socialize an escalation policy for Benefits Services alongside cross-functional and carrier partners
- Establish and monitor key performance indicators including time-to-resolution, reopen rates, customer satisfaction scores, and service level agreement adherence
- Set the artificial intelligence vision and automation roadmap for the team to accelerate triage and reduce manual handling
Requirements
- Possess five or more years of leadership experience
- Demonstrate a track record of owning escalation, technical support, or supportability functions in a fast-paced environment
- Show experience driving organizational changes such as restructures, process redesigns, or scaling initiatives
- Exhibit operational rigor through reading dashboards, interrogating data, and operating against time-sensitive service level agreements in regulated operations environments
- Demonstrate hands-on experience designing or automating workflows, building agents, or deploying processes using artificial intelligence tools
- Work on a hybrid schedule requiring office presence approximately two to three days per week if located near designated offices
Qualifications
- Have two or more years of experience leading other leaders
- Bring 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
Benefits
- Receive competitive base pay
- Participate in company benefits programs
- Receive equity in the form of restricted stock units
Frequently Asked Questions
What is the employment type for this position?
The position is full-time.
What is the remote work policy?
This is a hybrid role. Employees based near the Denver, San Francisco, or New York offices are expected to work on-site approximately two to three days per week.
What is the salary range for the role?
The cash compensation range is listed as $119,185 to $146,000 per year for candidates located in Denver and Phoenix, while final amounts for other locations are determined by multiple factors.
How can candidates apply for this job?
The source posting does not specify application instructions.
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