Build and scale the Growth organization’s operating system through opportunity sizing, attribution and LTV analysis, experimentation rigor, prioritization, roadmap management, and Growth-GTM alignment. Advise senior leaders, establish planning and decision mechanisms, automate workflows with AI, and connect product, sales, marketing, and growth teams around shared business outcomes. The role begins as an individual contributor and may expand into team leadership.

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.

Manage workforce schedules, time off, intraday staffing, queue routing, and service-level performance across contact channels. Analyze operational data, lead performance reviews, identify root causes, and recommend corrective actions. Build WFM automation, alerts, dashboards, reports, and workflow integrations using AI tools and scripting. Administer WFM and routing systems, respond to PagerDuty incidents, collaborate with stakeholders and vendors, and provide leadership on analytics and operational improvements.