Benefits Customer Onboarding Manager
About The Position
Gusto is seeking a customer-obsessed, tactical leader for our Onboarding Advocate (OA) team. As a People Empowerer (PE), you will be a hands-on coach to a pod of Advocates, ensuring your team provides small business owners and their employees with a world-class health insurance onboarding experience. Your primary focus is driving team performance by consistently meeting productivity and quality targets, proactively removing tactical hurdles, and coaching your team to excellence. You will play a critical role in scaling Gusto’s benefits business by ensuring our customers have a seamless transition to their new plans.
Requirements
- 1-2+ years of people management experience in customer success, onboarding, renewals, or a similar customer-facing operations role.
- A true passion for coaching and developing individual contributors into high-performing, engaged team members.
- Exceptional verbal and written communication skills with the ability to deliver feedback that is both direct and supportive.
- Strong operational skills with a proactive approach to process improvement and a track record of driving process optimization efforts that improve the customer experience.
- Eager to leverage AI-powered tools to enhance team efficiency and customer outcomes, with a commitment to developing your team's AI fluency.
Nice To Haves
- Experience in the health insurance and benefits space is a strong plus. You understand the unique challenges of small business customers and have an interest in scaling processes to support higher-value segments.
Responsibilities
- Manage the daily health of your team's funnel, ensuring all customer milestones and SLAs are met with urgency and accuracy.
- Provide regular coaching and performance management (via 1:1s and monthly reviews) focused on technical mastery, customer-centricity, and hitting KPIs.
- Act as the first point of contact for tactical blockers. You will serve as the escalation point in day-to-day execution to ensure your team never feels "stuck."
- Create a psychologically safe and inclusive environment where diverse perspectives are valued and team members feel empowered to do the best work of their lives.
- Constantly analyze team performance data to identify and solve for moments of customer pain or internal friction, refining processes to make them simpler, more efficient, and in direct service to the customer experience.
- Collaborate closely with upstream Advisory and downstream Fulfillment partners to ensure clean handoffs and a unified customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
