Future Opportunities: Retirement Operations

Gusto • San Francisco, NY

2d • Hybrid

About The Position

As a CX Retirement Operations Gustie you’ll play a key role in ensuring operational accuracy and compliance across our systems and processes. You’ll work closely with internal teams to identify, investigate, and resolve data or process discrepancies while helping to streamline workflows that power Gusto’s operational backbone. This role sits within our broader CX organization , which includes teams focused on client operations, data reconciliation, compliance, customer care, and transition operations. You’ll contribute to building scalable systems that deliver a seamless and reliable experience for our customers and internal partners alike.

Requirements

• 3+ years of professional experience in an operations or compliance role in 401(k) plan administration in a high-volume environment.
• Strong attention to detail, organization, and follow-through.
• Skilled in problem-solving and navigating ambiguity; you naturally look for root causes and scalable fixes.
• Experience with Google Workspace (Docs, Sheets, Gmail) or Microsoft Office.
• Familiarity with data tools such as Excel (pivot tables, VLOOKUP), SQL, or Salesforce.
• Proven ability to collaborate across teams and communicate clearly, both written and verbal.
• Comfortable in a metrics-based, fast-paced environment where quality and accuracy matter.
• Self-starter who thrives in a collaborative and continuous-improvement environment.

Nice To Haves

• Familiarity with automation tools, analytics platforms (BigQuery, Looker, Tableau) , or workflow optimization.
• Exposure to process improvement, audit, or compliance work.

Responsibilities

• Identify, investigate, and correct operational or data errors while mitigating downstream impact.
• Document and improve internal processes to drive efficiency and consistency as we scale.
• Partner cross-functionally with internal teams to resolve issues and ensure smooth operations.
• Leverage AI to maintain and update standard operating procedures (SOPs) and internal knowledge tools.
• Support CX initiatives such as audits, reconciliations, and data integrity reviews.
• Analyze patterns in data errors or escalations to recommend process improvements.
• Use tools like Salesforce, SQL, and Google Workspace to pull, validate, and update data.
• Provide timely updates and excellent internal customer service to ensure resolution and clarity.
• Take ownership of evolving operational workflows as business needs change.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed