Head of Partner Experience, Embedded Payroll

<div class="content-intro"><p style="line-height: 1.2;">&nbsp;</p> <hr> <p><strong>About Gusto</strong></p> <p>At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.</p> <p>&nbsp;<br>All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our<a href="https://gusto.com/about/careers/total-rewards" target="_blank"> <u>Total Rewards philosophy</u></a>.</p> <p>&nbsp;<br>AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.</p></div><p><strong>About the Role:</strong></p> <p>We are looking for a CX Leader to scale our Platform strategy efforts. This person will be responsible for scaling our payroll service model for Gusto Embedded partners as well as leverage in-house greater Gusto CX capabilities to take us to the next level of growth. What is covered under today’s GEP service model: CX enablement (training our GEP Partners to take on Tier 1 CX), Tier 2 payroll support, tax notice resolution, white glove onboarding &amp; payroll transfers.</p> <p><strong>About the Team:</strong></p> <p>Gusto Embedded Payroll (GEP) is an API based product that enables software developers to embed and customize payroll directly into their software. And it works in any type of platform serving small and medium businesses: vertical SaaS, business operations, fintech, neobanks, and more. We’ve taken the infrastructure we’ve built servicing tens of millions of paychecks and tens of thousands of tax codes and made it available for software developers.</p> <p><strong>Here’s what you’ll do day-to-day:</strong></p> <ul> <li><strong>Shape and scale CX strategy &amp; operations </strong>: Create and implement innovative strategies to scale our customer experience service model as GEP grows, validating our core hypotheses and refining our headcount and business models. Test and refine our CX processes as we expand from 8k to 17k+ employee resources (ERs) by FY26, maintaining a strong emphasis on execution and adaptability in a fast-paced environment.&nbsp;</li> <li&g