Senior Leader, Escalation Services & AI Transformation
Listed on 2026-10-11
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Management
Change Management
Gusto is seeking a Senior Leader to head the Escalation Services team within Benefits Services. You’ll manage a white-glove escalation program for high-visibility cases and redesign the escalation ecosystem for scale, automation, and better outcomes for customers.
You'll partner with cross-functional groups (Product, Engineering, Legal, Data) to define playbooks, implement AI-enabled triage, and set KPIs that drive faster resolutions while maintaining service excellence.
For the Senior Leader, Escalation Services & AI Transformation position at Gusto, we are reviewing applications now.
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This posting is for the Senior Leader, Escalation Services & AI Transformation role at Gusto, based in Scottsdale, AZ, United States.
We are looking to fill the Senior Leader, Escalation Services & AI Transformation position at Gusto in Scottsdale, AZ, United States.
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