Broker Onboarding Manager
About The Position
Gusto is seeking a leader for our Broker Onboarding team who is passionate about providing small business owners and their employees with the best customer experience. You will lead a benefits operation organization by empowering and enabling your individual contributors to deliver a best in class customer experience effectively in a fast paced environment. Your primary focus is driving team performance by consistently meeting productivity and quality targets, proactively removing tactical hurdles, and coaching your team to excellence. We are actively working to integrate AI tooling to enhance our processes and customer interactions, and we're excited to bring in a leader who can help accelerate this evolution.
Requirements
- 1+ years experience in people management; bonus points if you’ve managed a team in benefits operations, benefits onboarding, or a similar field
- Analytic and strategic thinker with the ability to translate data into insights and actions
- Navigate and manage change with clear communication, grace and agility for themselves and their team
- Passionate about our customers and helping small business owners thrive
- Experience in hiring, training, and developing a high-performing team members
- Eager to leverage AI-powered tools to enhance team efficiency and customer outcomes, with a commitment to developing your team's AI fluency
Responsibilities
- Drive Operational Excellence: Manage the daily health of your team's funnel, ensuring all customer milestones and service level agreements are met with urgency and accuracy.
- Empower & Coach: Provide regular coaching and performance management (via 1:1s and monthly reviews) focused on technical mastery, customer-centricity, and hitting key performance indicators.
- Remove Roadblocks: 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".
- Promote Inclusive Growth: 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.
- Iterate on Process: 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.
- Partner Cross-Functionally: Collaborate closely with our upstream and downstream partners to ensure clean handoffs and a unified customer experience.
- Champion AI integration: Identify high-impact opportunities, coach your team to build critical AI fluency, and shape the future of our customer journey by leveraging new tools for smarter, more proactive customer engagement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
