Head of Risk and Services

• Own Risk & Money Services end to end, including fraud and payment risk decisioning, BSA/AML compliance, Reg E dispute operations, collections, and Gusto's money products
• Lead a multi-disciplinary regulated financial services organization through senior leaders
• Define governance, metrics, SLAs, reporting infrastructure, controls documentation, audit readiness, workforce management, and escalation frameworks
• Oversee high-stakes real-time decisions involving payroll, disputes, fraud signals, and fund recovery
• Own Gusto's operational Reg E compliance program from intake through resolution and customer communication
• Lead operational responses to BSA/AML alerts, including transaction monitoring response, customer outreach, and account action
• Build operational infrastructure, SOPs, workforce models, controls, and SLAs for Gusto Wallet, Cash Advance, and consumer financial products
• Drive AI-native transformation through AI agents, semantic knowledge, and automation
• Partner with Product, Engineering, Compliance, Legal, and Risk on operational readiness and product priorities
• Represent Risk & Money Services with sponsor banks, regulators, and auditors
• Build the operational playbook for new financial products and business banking expansion
• Develop, hire, and scale leaders and teams

• 12+ years of industry experience leading financial services operations in banking, payments, money movement, fraud and risk, or related regulated domains
• 7+ years as a departmental leader running large, multi-disciplinary financial services operations teams
• Deep expertise in Reg E dispute processing, BSA/AML operational response, ACH and real-time payments risk, sponsor bank operational requirements, and auditable controls infrastructure
• Hands-on experience building or leading fraud operations, including payment risk scoring, account takeover response, and fund recovery operations
• Operational background in consumer banking, digital wallet, cash advance, or similar products
• Experience standing up or formalizing regulated financial functions, including SLAs, controls documentation, governance, and reporting infrastructure
• Experience navigating sponsor bank and regulatory relationships, including audit readiness, operational policy alignment, and escalation to compliance and legal
• Experience leading high-stakes, real-time financial decisions with material financial consequences
• Experience building reliable, scalable, AI-native operations in regulated domains
• Strong cross-functional experience with Product, Engineering, Compliance, Legal, and Risk
• Track record of delivering for multiple senior partners across overlapping financial product lines
• Ability to lead through significant organizational change
• Empathetic and employee-focused approach
• Track record of building diverse and inclusive teams

Demonstrates extensive expertise in managing financial services operations, particularly in Reg E compliance, BSA/AML response, and fraud risk management. Proven ability to lead cross-functional teams and build scalable, AI-native operational infrastructures in regulated environments.

• Reg E Dispute Processing
• BSA/AML Operational Response
• Fraud Operations Leadership
• Operational Governance and Controls
• AI-Native Operations Development

• Fraud Risk Scoring
• Account Takeover Response
• Fund Recovery Operations
• SLA Development
• Controls Documentation
• Reporting Infrastructure
• Transaction Monitoring
• Operational Policy Alignment
• Digital Wallet Management
• Cash Advance Operations

• Empathetic Leadership
• Organizational Change Management
• Team Building
• Cross-Functional Collaboration
• Inclusive Team Development

• Financial Services
• Payments
• Money Movement
• Regulated Domains
• Sponsor Bank Relationships
• Audit Readiness
• Consumer Banking
• Real-Time Payments
• Operational Readiness
• Risk Management