Tax Operations Manager, Tax Credits

Gusto•Los Angeles, NY

23d•Hybrid

About The Position

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy . About the Role: At Gusto, the Tax Credits team is on a mission to empower small businesses by unlocking valuable savings through tax credits and grants. Operating like a “mini startup” within the company, we are a team driven by deep customer empathy, domain expertise, and a relentless desire to innovate. If you’re passionate about solving big problems, leading operational strategy, and making a tangible impact on small business owners’ lives, we’d love to have you on our team. This role will manage one of the operational teams for Gusto Tax Credits, and is tasked with leading the operational delivery of tax credits: ensuring every customer credit is delivered correctly, on time, and with exceptional experience. Your talents will be instrumental in developing operating processes that empower our customers and internal teams, and creating a solid foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America. About the Team: The Tax Credits team is on a mission to democratize tax credits and grants. We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success. The Tax Credits Operations team is a collaborative team who are excited about tax credits. We’re a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience and build the best version of Gusto for our customers.

Requirements

6+ years of relevant work experience at growing startups in operating roles (i.e., product operations, project/program management, and/or consulting.
5+ years experience in tax or 3+ years in tax credits, 2+ years in managing teams.
Experience in expanding the service strategy for SaaS products. This involves launching products, overseeing and handling product betas, and incorporating new products into a leading service model designed for growth.
Demonstrates forward thinking and organized problem-solver.
Self-directed with a bias for action and continuous improvement, and comfortable using AI tools and automation to enhance productivity, decision-making, and problem-solving.
Strong results-orientation and direct experience in extracting and utilizing data to identify critical trends and make/influence critical decisions.
Skillful in setting goals based on the desired end state and planning strategies to achieve them.
Excellent written and verbal communication skills and ability to communicate complex subjects to both technical and non-technical audiences.

Responsibilities

Manage, coach, and develop operators delivering all customer tax credits
Monitor and manage pipeline health, turnaround times, quality metrics (e.g. NPS, CSAT, CES, DQ rates)
Demonstrate the ability to manage well and collaborate with others when facing changes, unforeseen challenges, or significant matters.
Act as a player-coach when needed (e.g. during seasonal peaks) to ensure delivery continuity, customer empathy, and depth of subject matter expertise
Lead by example and inspire operational innovation - e.g. personally demonstrate AI adoption and inspire others on the team to learn
Lead meetings and regular check-ins proficiently. Make sure communication is clear between different teams.
Partner with Ops leaders + Data to maintain performance metrics and achieve OKRs
Inform or drive execution of cross-functional initiatives spanning across Ops, Product, GTM, Compliance, and Data teams
Lead and deliver high-volume seasonal projects (e.g., amendments, substantiation reports) that drive measurable business impact
Support and collaborate on recurring (e.g. quarterly) rituals at the team level: planning, performance reviews, all-hands
Anticipate seasonal spikes and adjust process, tools, and bandwidth accordingly
Proactively identify and address operational risks. Help the business ‘see around corners’ to scale while remaining compliant with the latest tax laws
Design and implement process changes to improve efficiency, accuracy, and scale
Align operational readiness with product launches and GTM strategies
Aggregate and share customer insights to influence product, strategy, and execution in a way that solves and prevents customer pain
Partner with Product to close high risk or trending feature gaps and improve customer experience