Head of Partner , Embedded Payroll

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k) s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full‑time employees receive competitive base pay, benefits, and equity (RSUs) because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done  expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

We are looking for a CX Leader to scale our Platform strategy efforts. This person will be responsible for scaling our payroll service model for Gusto Embedded partners as well as leveraging in‑house greater Gusto CX capabilities to take us to the next level of growth. What is covered under today’s GEP service model: CX enablement (training our GEP Partners to take on Tier 1 CX), Tier 2 payroll support, tax notice resolution, white glove onboarding & payroll transfers.

Gusto Embedded Payroll (GEP) is an API‑based product that enables software developers to embed and customize payroll directly into their software. It works in any type of platform serving small and medium businesses: vertical SaaS, business operations, fintech, neobanks, and more. We’ve taken the infrastructure we’ve built servicing tens of millions of paychecks and tens of thousands of tax codes and made it available for software developers.

• Shape and scale CX strategy & operations:
  Create and implement innovative strategies to scale our customer experience service model as GEP grows, validating our core hypotheses and refining our headcount and business models.
• Train and help our Partner CX teams scale:
  Scale Partner support training program on basic support handling and manage relationships with the Partner support team leadership.
• Leverage Gusto Expertise and lead “in sourcing” initiatives:
  Work closely with existing Gusto CX teams, such as CXDI, Biztech, Tax Res, and Payroll Transfers, to effectively augment GEP CX’s capabilities and potentially transition programs back to larger CX.
• Collaborate across GEP functions:
  Partner with GEP leaders to enhance customer experience and reduce cost‑to‑serve metrics; translate partner pain points into actionable product ideas for the EPD team and set clear CX expectations with the Partner Growth team.
• Use data to drive performance:
  Collaborate with Biz Tech and Data teams to refine CX data model and ensure we’re capturing / analyzing key information sets to understand trends in case volume and case complexity, and to track against CX OKRs.
• Grow & empower your team:
  Grow and lead a CX team of 10+ members, including 2 sub‑functions (Enablement and Tier 2 Ops), cultivating a collaborative and high‑performance environment; enhance our team playbook with best practices and define team career & growth paths.

• Scrappy, entrepreneurial, builder mindset:
  Experience building and operationalizing initiatives from 0 to 1 and scaling them from 1 to 10.
• Strategic systems thinker:
  Ability to scale our service model, identify gaps and trade‑offs, and prioritize effectively with broader GEP leadership.
• Customer empathy:
  Deep empathy for the partner support team as well as the end customer; strong people‑engagement skills.
• Desire to learn about GEP end‑to‑end business:
  Understanding how CX relates to all other functions and overall unit economics.
• Ability to influence cross‑functionally:
  Work with GEP leaders to scale CX and improve cost to serve, including translating pain points into product ideas for EPD, setting expectations with partner‑facing teams, and understanding the impact downstream.
• CX + Payroll expertise:
  Strong understanding of…