Head of Program Management

About the Role:

We’re seeking an experienced leader to lead our Program Management team and elevate the craft for our rapidly fast-paced transformation and growing Customer Experience org. The Head of Program Management will ensure that we implement and execute our strategic roadmap initiatives efficiently and effectively, delivering exceptional outcomes for our customers and enhancing the work experience for our teams. This role will be a strategic and operational portfolio partner for the leadership team in identifying, planning, and delivering on our roadmap and key strategic priorities. This role will interface with all functional areas of the organization, establish program management processes, and support the integrated planning efforts within the organization that help us meet our ambitious goals. You will oversee team strategy and metric performance, as well as partner directly with CX leaders and other executives across the company. 

About the Team:

The mission of our Service Transformation is to significantly enhance our customer satisfaction through efficient, high-quality service delivery and build enduring systems and frameworks that will help Gusto through the next 10 years of growth. 

Here’s what you’ll do day-to-day:

• Lead program management (team and craft) across CX and across our company-wide service transformation to deliver best-in-class service to our customers. 
• Empower a team of up to 10 managers. Develop a team that can drive impact and be influential across our CX organization and transformation. Day to day coaching and leadership for the Program Managers supporting the entire portfolio.
• Leads program teams to define and manage deliverables and timelines, facilitate decision-making, and define risk mitigation strategies/contingencies.
• Develops and utilizes key program management tools, processes, and documentation to ensure efficient program planning, execution, monitoring (metrics) and to ensure efficient tracking and reporting.
• Ensures efficient and effective communication of program/project-related information to all levels of the organization and external partners.
• Lead our quarterly and annual planning cycles, in partnership with other leaders across the org and company. 
• Lead program intake, triage, and backlog grooming programs in partnership with cross-functional teams. 
• Play a cross-functional leadership role in identifying, designing, and implementing strategic initiatives that impact the portfolio. 
• Provide insights and recommendations for new processes and product launches. 
• Willing to roll up your sleeves, lead from the front, and coach the team in our fast-paced, dynamic environment

Here’s what we're looking for:

• 10+ years of leadership experience leading teams, including leading leaders, and leading program management organizations/crafts
• 12+ years of experience in Program Management, preferably in customer experience and/or operations
• Proven track record and passion for developing and leading high-performance cross-functional teams to achieve desired outcomes with internal and external teams
• Experience managing multiple complex programs demonstrated comfort with dynamic,  prioritization, and an ability to make connections across the entire roadmap.
• Business transformation experience is highly beneficial, but not required. 
• Strong yet empathetic business partner. A systems thinker with a bias for action
• Ability to influence cross-functional, senior leaders and drive change
• Executive verbal and written communication as well as strong data visualization and presentation skills 
• Demonstrated leadership skills including the ability to build a psychologically safe team, motivate and engage teams, allocate work and projects, resolve conflicts, and handle ambiguity
• PMP certification is beneficial but not required

Our cash compensation amount for this role is targeted at $181,000 - $213,000/yearly in Denver & most major metro locations, and $212,000 - $250,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.