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Salary: USD 74,245 - 91,000 / annual
Gusto is seeking a Payroll and Taxes Manager to lead a dedicated team supporting over 300,000 small businesses with payroll processing, tax compliance, and customer support. You will manage a team of customer advocates, ensuring they deliver world-class service while maintaining compliance with state and federal tax laws.
Day-to-day responsibilities include:
- Leading and coaching a team of individual contributors, fostering continuous development through mentoring and feedback
- Creating an environment that emphasizes improvement and accountability
- Monitoring team performance against goals and providing targeted coaching
- Using scalable systems and metrics to track and improve customer experience, driving retention and growth
- Communicating company initiatives, OKRs, and performance metrics to your team
- Analyzing data to identify process improvements and tool enhancements as the business scales
- Collaborating with the product team to prioritize impactful enhancements and reduce customer inquiries
- Building cross-functional partnerships to develop team skills and capabilities
- Leveraging AI tools to improve processes, gain efficiencies, and drive organizational change
Gusto's platform handles payroll, health insurance, 401(k)s, and HR for small businesses. The company operates with offices in Denver, San Francisco, and New York, with hybrid expectations of 2-3 days per week in the office. All full-time employees receive competitive base pay, benefits, and equity (RSUs).
Requirements:
- Minimum 3 years of experience leading teams of individual contributors
- Deep understanding of customer experience, support metrics, best practices, and tools
- Background in payroll and/or tax (desired)
- Expertise in customer satisfaction indicators and loyalty-building behaviors
- Demonstrated success in continuous process improvement
- Experience using data to build and improve processes
- Ability to hire, coach, and retain talent in complex, regulated environments
- Proficiency adopting and using AI tools in daily work
- Bachelor's degree preferred but not required
