Tax Resolution Team Leader

Gusto•Los Angeles, AZ

2d•$92,245 - $145,386•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: The L4 Tax Resolution leader will lead a payroll and tax-focused organization that oversees multiple initiatives and processes by empowering and enabling your team to effectively drive business areas forward. We’re looking for someone passionate about coaching teams and providing the best customer experience, translating functional plans into operational processes and driven to improve workflows and create efficiency gains for scale. Guiding and leading the team through executing thousands of critical operational tasks accurately and on time, while collaborating cross-functionally in a positive environment are key components to success in this role. About the Team: The Tax teams within the Payroll Operations org are at the core of providing services that give our customers peace of mind. The Tax Resolution team is within the Payroll Operations org and is at the core of providing services that give our customers peace of mind. Tax Resolution exists to ensure impeccable delivery of key customer needs. We are looking to invite a high-energy, results-oriented, inspirational Tax Resolution leader with a proven ability to work well and influence cross-functionally to scale our Tax teams! Here’s what you’ll do day-to-day: Cultivate a culture of engagement and customer-centricity, encouraging team members to prioritize customer needs along with developing professionally within the organization. Develop and manage operational initiatives and translate functional plans into processes to enhance notice resolution and achieve operational excellence. Drive strategic initiatives to enhance the notice resolution experience for Gusto's customers, leveraging emerging technologies and implementing systems for operational excellence and superior customer outcomes. Lead and empower a team of individual contributors to manage operational initiatives and drive operational excellence in notice resolution. Translate functional plans into effective processes to improve the overall customer experience. Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction. Execute financial, business and workforce planning to take ownership of quarterly and annual objectives. Champion change management efforts to plan and implement organization-wide improvements that elevate the customer experience. Collaborate and partner cross-functionally across onboarding, product, and compliance teams to streamline Tax team operations and increase efficiency, Proactively seek and incorporate regular internal and external customer feedback to drive continuous process improvements and optimize the notice resolution experience for customers.

Requirements

3-5 or more years management experience overseeing multiple work streams in tax and compliance related functions
5 or more years of operations experience with a track record of driving operational efficiencies while adhering to a customer-first mentality.
Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
Ability to think globally, have experience and ability to give input on current processes and influence change across business units.
Customer-first mentality and a first-principle-thinking approach to innovating in delivering a world-class customer service experience
Thrives in a fast-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis that could impact the immediate team and influence methods

Nice To Haves

Bonus points for experience within the payroll and tax industry along with tax compliance and HCM.

Responsibilities

Cultivate a culture of engagement and customer-centricity, encouraging team members to prioritize customer needs along with developing professionally within the organization.
Develop and manage operational initiatives and translate functional plans into processes to enhance notice resolution and achieve operational excellence.
Drive strategic initiatives to enhance the notice resolution experience for Gusto's customers, leveraging emerging technologies and implementing systems for operational excellence and superior customer outcomes.
Lead and empower a team of individual contributors to manage operational initiatives and drive operational excellence in notice resolution.
Translate functional plans into effective processes to improve the overall customer experience.
Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction.
Execute financial, business and workforce planning to take ownership of quarterly and annual objectives.
Champion change management efforts to plan and implement organization-wide improvements that elevate the customer experience.
Collaborate and partner cross-functionally across onboarding, product, and compliance teams to streamline Tax team operations and increase efficiency,
Proactively seek and incorporate regular internal and external customer feedback to drive continuous process improvements and optimize the notice resolution experience for customers.