Process Transformation Lead

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.

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're looking for a strategic and execution-oriented Lead, Process Transformation to lead the evolution of our People Operations ecosystem. This leader will identify opportunities to simplify, standardize, and automate people processes while ensuring operational excellence across our HRIS Operations and service delivery teams.

Reporting into the People Systems & Operations organization, this role sits at the intersection of strategy, technology, and operations. You'll partner across HR, Legal, Finance and business leaders to redesign how work gets done—from hire to retire—creating scalable experiences for employees, managers, and People teams.

In addition to leading enterprise process transformation initiatives, you'll oversee the teams responsible for executing our core people operations workflows, including HRIS Operations and People Services.

• Develop and execute a multi-year strategy for transforming People Operations processes.
• Analyze end-to-end employee lifecycle workflows to identify friction, inefficiencies, redundancies, and opportunities for simplification.
• Redesign processes using Lean, service design, and automation principles.
• Consult with technical partners to understand how tooling, AI and agentic solutions can support improved efficiency
• Build business cases that quantify operational impact, employee experience improvements, and ROI.
• Prioritize transformation initiatives based on organizational impact, scalability, and strategic objectives.

• Partner closely with People Technology to implement technology solutions that improve operational efficiency.
• Evaluate opportunities to leverage workflow automation, AI, integrations, self-service capabilities, and system enhancements to drive prioritization for people technology.
• Ensure process design and technology decisions work together to create sustainable solutions.
• Balance configuration, workflow redesign, and policy changes to achieve desired outcomes.

• HRIS Operations
  • Own operational governance for core HR system transactions and data processing.
  • Ensure operational accuracy, compliance, and service level achievement.
  • Continuously improve throughput, quality, and controls.
• People Services
  • Lead the HR Service Center responsible for Tier 0/1 Gustie (employee) and People Empowerer (manager) support.
  • Improve service delivery through knowledge management, self-service, case management optimization, and triage/query process improvements.
  • Develop service metrics and continuously improve customer experience.

• Define operational standards, process ownership, documentation, and governance across People Operations.
• Create KPI dashboards measuring efficiency, quality, service levels, cycle times, automation adoption, and employee…