Product Operations Manager

About the Role 

Gusto is seeking a strategic, customer-focused Product Operations Manager to support building a net-new product line by leveraging customer feedback and key operational metrics to develop actionable insights that shape our products and services, driving customer satisfaction and loyalty. A major focus of this role will be to support operations for new product development, ensuring seamless execution and a best-in-class experience for our customers from day one.

In collaboration with Engineering, Product, Marketing, Design, Risk, Compliance, and Customer Experience teams, as well as external partners, you will be responsible for tackling both highly strategic and deeply operational initiatives that deliver value to customers and Gusto. You’ll need to be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative in this dynamic, cross-functional role.

About the team

The product operations team at Gusto is a diverse group of operations and customer support professionals dedicated to delivering exceptional customer experiences.  As a highly cross-functional team, we collaborate across the product lifecycle to ensure that our products and services are co-designed and co-developed to provide a best-in-class customer experience.

Here’s what you’ll do:

• Shape and support product development and its integration into service strategy for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product, Risk, Compliance, Customer Experience and external partners.
• Understand our product and end-to-end service experience and organizations in intimate detail, including internal and external pain points and feedback. Collaborate to ensure customer support considerations are integrated into broader company decisions.
• Lead and partner on product launches between Product Management, Customer Experience (CX) and partner teams to ensure readiness and deliver insights post-launch to ensure a positive experience for customers and internal teams.
• Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps.
• Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences.
• Hypothesis-driven problem solving to drive our business
• Contribute to advancing the Product Operations craft at Gusto and uplevel the work of the team. 

Here’s what we’re looking for:

• 5+ years of relevant work experience in operating roles at growing startups in highly regulated industries, biz ops / strategy roles, product operations, project/program management, and/or consulting with “classical” business problem solving training
• Proven experience scaling service strategy alongside growing SaaS products, to include incubating new products, running betas, and integrating new product development in partnership with third party vendors with a scalable, best-in-class customer service experience
• Strong results-orientation and direct experience in pulling and utilizing data (SQL) to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them.
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product or Customer Experience orgs
• Excellent oral and written communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences at all levels.
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement - always looking to improve upon the status quo
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete.
• Deep empathy and obsession for our customers. A deep passion for helping others.

Our cash compensation amount for this role is targeted between $119,000-$140,000/year in Denver, and $139,000-$170,000/year for San Francisco and New York. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.