Strategic Program Manager

Gusto, Inc.•Atlanta, GA

10h•$150,640 - $218,325•Hybrid

About The Position

As a Strategic Program Manager at Gusto, you will shape the customer experience in an increasingly AI-enabled environment by driving significant strategic initiatives. You will partner with executive leadership and teams across Customer Experience, Product, Engineering, Data, Design, and Operations to navigate complex challenges, execute large-scale cross-functional programs, and bring Gusto’s strategic vision to life. You will help prepare the business for technical and operational change, ensuring the service model evolves smoothly with product and feature launches. The role calls for customer obsession, strategic foresight, attention to detail, and creative problem-solving. The Program Management Office (PMO) plans and executes Gusto’s highest priorities affecting customers. It supports multiple teams through clear priorities, robust roadmaps, and organizational rigor, while building operational excellence and improving service delivery. The role is offered across Gusto’s office locations in Denver, San Francisco, and New York City, with hybrid office attendance expectations for employees based in those locations. Work from a non-office location requires a secure, reliable, and consistent internet connection. Compensation varies by location: $150,640–$185,789 in Denver and most major metro locations, and $177,020–$218,325 in San Francisco and New York. Gusto states that full-time employees receive competitive base pay, benefits, and equity (RSUs).

Requirements

At least 8 years of experience in program management, operations, and/or project management roles.
Proven track record executing large-scale, complex projects involving multiple stakeholders and organizations.
Ability to understand technical workstreams and engineering requirements, and connect products and features to operational needs for launch and change management.
Experience with AI-driven programs.
Strong understanding of service design principles and methodologies.
Strong stakeholder and project management skills, including the ability to drive clarity, recommendations, and alignment amid competing interests and complexity.
Quantitative analysis skills, critical thinking, and sound business judgment.
Empathy for and strong commitment to small business customers.
Commitment to continuous process improvement and efficiency, with demonstrated examples of leveraging AI.
Executive presence and ability to influence senior cross-functional leaders and drive change.
Comfort analyzing, questioning, and using data to inform decisions.
Strong verbal and written communication, data visualization, and presentation skills.
Proficiency with program management software such as Asana, Notion, Airtable, and JIRA.

Nice To Haves

Experience with Excel or Google Sheets and G Suite is strongly encouraged.

Responsibilities

Lead and take ownership of high-priority, cross-functional programs.
Develop and manage comprehensive program and project plans, charters, and roadmaps for initiatives involving Product, Engineering, and Customer Experience.
Identify suitable frameworks and design principles for programs, and propose creative and effective solutions.
Collaborate with Engineering, Product & Design, and Business Technology teams to solve impactful problems across initiatives, including understanding AI-driven solutions.
Translate complex technical concepts into clear, actionable updates for stakeholders at all levels.
Apply systems thinking and account for interdependencies among teams, organizations, products and services, and operational needs.
Create and implement AI-enabled readiness plans for weekly and monthly launches, supporting smooth change management.
Develop reporting mechanisms and cadences for large audiences, offering data-driven insights and recommendations to inform Customer Experience strategy.
Influence executive stakeholders through collaboration and presentations, and serve as a trusted thought partner to leaders.
Contribute to continuous improvement of team operating models, tools, and reporting mechanisms.