Senior Manager, Voice of Customer

<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>Gusto's customers are at the heart of everything we build — and this role makes sure their voice is impossible to ignore. As Senior Manager, Voice of Customer on the CX Quality &amp; Insights team, you'll own the strategy and storytelling that keeps the entire organization anchored to the customer experience. You'll lead a small, high-impact team of analysts, drive NPS ownership, and bring customer insights to life for executives and cross-functional partners in ways that move the business forward. If you're energized by turning data into narrative and narrative into action, this is your role.</p> <p><strong>About the Team:</strong></p> <p>The CX Quality &amp; Insights team is Gusto's connective tissue between customer experience and company strategy. We measure what matters across the customer journey, surface the insights that drive prioritization, and hold the organization accountable to the experience we deliver. We partner deeply with data, product, operations, and leadership teams — and we believe that great analysis without great storytelling is just noise.</p> <p><strong>Here’s what you’ll do day-to-day:</strong></p> <ul> <li>Own Gusto's Voice of Customer program end-to-end — from measurement design to insight delivery to action tracking — serving as the primary driver of the VOC narrative across the company</li> <li>Lead, coach, and develop a team of up to 3 analysts, building their capabilities in critical analysis, executive communication, and stakeholder partnership</li> <li>Own NPS strategy and reporting, ensuring the metric is understood in context and tied to meaningful business outcomes</li> <li>Craft and deliver executive-level storytelling that brings the customer experience to life, translating complex data into clear, compelling narratives for senior leadership</li> <li>Facilitate regular VOC cross-functional reviews, partnering with product, engineering, operations, and design to keep teams aligned on customer priorities</li> <li>Operate and evolve Gusto's journey measurement framework, ensuring we have a clear, current view of experience quality across key customer touchpoints</li> <li>Track customer-identified opportunities and associated work streams, escalating where the organization is not addressing critical issues and holding partners accountable to progress</li> <li>Leverage AI tools to automate reporting workflows, accelerate analysis, and model new approaches to insight generation — raising the bar for what a lean insights team can deliver</li> </ul> <p><strong>Here’s what we're looking for:</strong></p> <ul> <li>8+ years of experience in voice of customer, CX insights, customer research, or a related field where you consistently drove insights to measurable action</li> <li>5+ years of direct experience working with and influencing executive teams — you're comfortable in the room and know how to land a message</li> <li>Proven people management experience, with a track record of developing analysts into strong critical thinkers and trusted business partners</li> <li>Exceptional communication and storytelling skills — you can distill complexity into clarity and tailor your message to any audience, from frontline teams to the C-suite</li> <li>Strong analytical thinking with the ability to interrogate data criticall