Gusto - TEST - GH API (EA YES) Offices

Own end-to-end payment operations, including ACH processing, exception handling, refunds, re-debits, and reconciliation. Investigate transaction issues, coordinate payment outage responses, resolve partner escalations, and improve root causes. Collaborate with Engineering, Product, Accounting, Risk, and CX on requirements and launches. Analyze customer feedback, manage bank and payment relationships, and use AI to improve analysis, communication, and automation.

Leads Gusto’s end-to-end new customer experience across discovery, acquisition, onboarding, activation, and shared onboarding platforms. The role owns growth and conversion strategy, AI-powered customer experiences, revenue outcomes, and cross-functional alignment across Engineering, Design, Data, Marketing, Sales, and Finance. It manages and coaches senior product managers while defining product strategy for SMB customers in a multi-product environment.

Leads Gusto’s Payment Operations team and owns end-to-end operations across ACH, wire, RTP, and international payment rails. Manages bank and payment partner relationships, escalations, SLAs, compliance programs, audits, incident response, and reconciliation issues. Hires, coaches, and develops analysts while partnering with Engineering, Product, Accounting, Risk, Legal, and Customer Experience. Drives process improvements, operational rigor, cross-functional initiatives, and AI adoption.