Head of Product Operations, Tax Credits

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About the Role:

At Gusto, the Tax Credits team is on a mission to empower small businesses by unlocking valuable savings through tax credits and grants. Operating like a “mini startup” within the company, we are a team driven by deep customer empathy, domain expertise, and a relentless desire to innovate. If you’re passionate about solving big problems, driving operational strategy, and making a tangible impact on small business owners’ lives, we’d love to have you on our team.

Your talents will be instrumental in delivering an exceptional customer experience, developing operating processes that enable our customers and internal teams, and creating a strong foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America.

About the Team:

The Tax Credits team is on a mission to democratize tax credits and grants. We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success.

The Tax Credits Operations team is a collaborative team who are passionate about tax credits. We’re a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience and build the best version of Gusto for our customers.

Here’s what you’ll do day-to-day:

• Operational Leadership
• Manage, coach, and develop operators and managers delivering all customer tax credits
• Monitor and manage pipeline health, turnaround times, quality metrics (e.g. NPS, CSAT, CES, DQ rates)
• Demonstrate strong decision-making and clear-headed leadership through change, unforeseen issues or escalations
• Act as a player-coach when needed (e.g. during seasonal peaks) to ensure delivery continuity, customer empathy, and depth of subject matter expertise
• Lead by example and inspire operational innovation - e.g. personally demonstrate AI adoption and inspire others on the team to learn, attend or lead continuing education on tax credits topics and create learning opportunities for team members

• Operational Rhythm & Alignment
• Run effective meetings, operational check-ins, and cross-functional communications
• Partner with leadership + Data to maintain performance and OKR reviews to track delivery and quality performance
• Ensure clear priorities and collaborations across Ops, Product, GTM, Compliance, and Data

• Seasonal & Cyclical Execution
• Lead and deliver high-volume seasonal projects (e.g., amendments, substantiation reports) that drive measurable business impact
• Own or collaborate on recurring (e.g. quarterly) rituals: planning, performance reviews, all-hands
• Anticipate seasonal spikes and adjust team capacity accordingly

• Continuous Improvement
• Proactively identify and address operational risks. Help the business ‘see around corners’ to scale while remaining compliant with the latest tax laws
• Design and implement process changes to improve efficiency, accuracy, and scale
• Align operational readiness with product launches and GTM strategies

• Customer Advocacy
• Aggregate and share customer insights to influence product, strategy, and execution in a way that solves and prevents customer pain
• Partner with Product to close high risk or trending feature gaps and improve customer experience

Here’s what we're looking for:

• 7+ years of relevant work experience at growing startups in operating roles (i.e., biz ops/strategy roles, product operations, project/program management, and/or consulting. 2+ years experience in tax credits.
• Experience scaling service strategy alongside growing SaaS products, to include incubating products, building and managing product betas, and/or integrating new products into a scalable best-in-class service model
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete.
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product orgs
• Strong results-orientation and direct experience in pulling and utilizing data 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.
• Excellent written and verbal communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences
• Experience with service design and/or service blueprinting

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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