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Gusto is a fintech platform serving over 500,000 small businesses with payroll, health insurance, 401(k)s, and HR solutions. The Payment Operations team sits within Gusto's Money organization and is responsible for the operational reliability and efficiency of payment workflows across core payroll, contractor payments, international money movement, and emerging products like PEO.
As a Payment Operations Analyst, you will own end-to-end payment workflows and resolve exceptions that require judgment and investigation. You'll shift between investigating individual misfired transactions and coordinating responses to payment outages affecting thousands of customers, bringing the same rigor to both.
Key responsibilities include:
**Support the payment lifecycle end-to-end:** Own the operational layer of specific payment workflows including ACH processing, exception handling, refunds, collection re-debits, and reconciliation. When issues arise, you investigate, escalate appropriately, and drive to resolution. When you identify patterns, you push for root-cause fixes.
**Build alongside Product and Engineering:** Payment Operations shapes how systems work rather than simply reacting to them. You'll contribute to product specifications, surface operational pain points, help define requirements, and participate in launches as a true partner in building.
**Close the loop on customer pain:** Mine customer and CX feedback to identify friction in payment flows, prioritize what matters, and bring those insights into operational and product conversations where decisions are made.
**Think in systems:** Connect dots across payment rails, partners, reconciliation, compliance, and customer experience. Understand how issues ripple across the organization and bring that perspective to cross-functional conversations.
**Hold partners to a high standard:** Work directly with Gusto's domestic and international bank and payment partners to triage issues, resolve escalations, and maintain strong relationships. You balance firmness with collaboration and don't let things sit unresolved.
**Lead with AI:** Use AI as a genuine work partner to move faster on analysis, draft communications, synthesize data, and automate repetitive work. You're always seeking smarter ways to reach answers.
You'll collaborate closely with Engineering, Product, Accounting, Risk, and Customer Experience teams. The role is based in either New York or San Francisco with hybrid expectations of 2-3 days per week in office.
**Requirements:**
- 3+ years of experience in payment operations, banking operations, treasury operations, or related role at a fintech or financial institution
- Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or international money movement (cross-border transfers, FX, global disbursement networks); experience across both is a strong plus
- Strong analytical instincts with ability to look for patterns behind problems and query or structure data to find them (SQL a plus but not required)
- Experience working with bank portals, payment processors, or reconciliation tools
- Ability to communicate clearly with both operational and technical counterparts; can write crisp technical communication and professional escalations
- Comfortable working in ambiguity and taking ownership without waiting for perfect information
- Eager to build AI into how you work—whether already using it daily or just getting started, you see it as a genuine productivity lever and are committed to developing fluency
- Knowledge of relevant compliance frameworks (Nacha operating rules, unclaimed property, money transmission) is a strong plus
