Gusto
Head of Business Systems Analyst, CX Systems
Gusto, Gates-North Gates, New York, United States,
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 300,000 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.We are seeking a dynamic and experienced leader to take the helm of Business Systems Analysts supporting our Customer Support Organizations. This strategic role demands a visionary leader with a deep understanding of customer support technologies, a passion for operational excellence, and a talent for empowering and motivating high-performing teams. As a leader, you will architect and oversee the implementation and optimization of technology solutions that streamline and enhance support operations across our various customer support organizations.Here’s What You’ll Do Day-to-day
Strategy & Technology:
Shape comprehensive business systems support strategy aligned with overall business goals and customer needs.Select, deploy & maintain key technologies – automate workflows, improve operational efficiencies, data accuracy, and elevate support effectiveness.Leadership & Impact
Lead, mentor, and coach a high-performing business systems support team, fostering a culture of learning, collaboration, and continuous improvement.Build and empower the team to take ownership of initiatives, drive innovative solutions, and exceed expectations.Facilitate team-building activities to foster strong relationships, trust, and open communication.Champion professional development opportunities for the team, ensuring they keep pace with evolving technologies and best practices.Communication & Stakeholder Management
Lead MBRs, QBRs, annual planning & budgeting for business systems support within customer support organizations.Maintain regular communication with key stakeholders across tech, business ops, and customer support leadership.Communicate effectively with both technical and non-technical audiences.Performance & Improvement
Build and establish QA standards, run comprehensive testing programs, track critical quality metrics, and drive continuous improvement.Design & implement KPIs, analyze data, identify trends, diagnose inefficiencies, and optimize systems & workflows.Lead or oversee projects to streamline processes, reduce errors, and enhance functionality.Develop training programs that drive awareness and understanding on how our tools are used by internal customers.Drive the team towards optimal and standardized documentation of business systems that are continually updated and available for reference.Work with the security and compliance team to ensure systems that are being implemented are compliant and secure.Here’s What We're Looking For
10+ years of proven experience as a credible leader of Business Systems Delivery, with at least 5+ years as a People Manager.Expertise in SaaS cloud technologies, primarily Salesforce (Service Cloud and Telephony platforms).A balanced mix of strategic and tactical experience - someone who can roll up their sleeves and hit the ground running.Deep understanding of CX operations including automation tools with an understanding of how they can be best integrated with Salesforce.Deep experience in proposing, ideating and building relationships with various stakeholders including new ones.Experience with project management methodologies preferred.Passion for building and developing high-performing teams.Our cash compensation amount for this role is targeted at $163,000 - $193,000 in Denver, $172,000 - $212,000 in some remote locations, and $185,000 - $229,000 for San Francisco & New York. Plus equity. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.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.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. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.
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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 300,000 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.We are seeking a dynamic and experienced leader to take the helm of Business Systems Analysts supporting our Customer Support Organizations. This strategic role demands a visionary leader with a deep understanding of customer support technologies, a passion for operational excellence, and a talent for empowering and motivating high-performing teams. As a leader, you will architect and oversee the implementation and optimization of technology solutions that streamline and enhance support operations across our various customer support organizations.Here’s What You’ll Do Day-to-day
Strategy & Technology:
Shape comprehensive business systems support strategy aligned with overall business goals and customer needs.Select, deploy & maintain key technologies – automate workflows, improve operational efficiencies, data accuracy, and elevate support effectiveness.Leadership & Impact
Lead, mentor, and coach a high-performing business systems support team, fostering a culture of learning, collaboration, and continuous improvement.Build and empower the team to take ownership of initiatives, drive innovative solutions, and exceed expectations.Facilitate team-building activities to foster strong relationships, trust, and open communication.Champion professional development opportunities for the team, ensuring they keep pace with evolving technologies and best practices.Communication & Stakeholder Management
Lead MBRs, QBRs, annual planning & budgeting for business systems support within customer support organizations.Maintain regular communication with key stakeholders across tech, business ops, and customer support leadership.Communicate effectively with both technical and non-technical audiences.Performance & Improvement
Build and establish QA standards, run comprehensive testing programs, track critical quality metrics, and drive continuous improvement.Design & implement KPIs, analyze data, identify trends, diagnose inefficiencies, and optimize systems & workflows.Lead or oversee projects to streamline processes, reduce errors, and enhance functionality.Develop training programs that drive awareness and understanding on how our tools are used by internal customers.Drive the team towards optimal and standardized documentation of business systems that are continually updated and available for reference.Work with the security and compliance team to ensure systems that are being implemented are compliant and secure.Here’s What We're Looking For
10+ years of proven experience as a credible leader of Business Systems Delivery, with at least 5+ years as a People Manager.Expertise in SaaS cloud technologies, primarily Salesforce (Service Cloud and Telephony platforms).A balanced mix of strategic and tactical experience - someone who can roll up their sleeves and hit the ground running.Deep understanding of CX operations including automation tools with an understanding of how they can be best integrated with Salesforce.Deep experience in proposing, ideating and building relationships with various stakeholders including new ones.Experience with project management methodologies preferred.Passion for building and developing high-performing teams.Our cash compensation amount for this role is targeted at $163,000 - $193,000 in Denver, $172,000 - $212,000 in some remote locations, and $185,000 - $229,000 for San Francisco & New York. Plus equity. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.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.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. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.
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