New Hire Nesting Leader

Here’s what you’ll do day-to-day:

Agent and Customer Experience 

• Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience.
• Partner cross-functionally to unblock friction points, proactively address potential concerns, and build an understanding of individual team needs and processes. 

Learning Strategy

• Oversee and implement a learning and development strategy that supports Gusto’s strategic objectives and reflects the latest trends and best practices in a hypergrowth software and Payroll services company.
• Conduct learning needs analysis and gap assessments to identify Engagement's current and future learning requirements.
• Partner with internal leaders to evaluate and create processes and standard operating procedures.
• Ensure learning solutions align with Gusto's brand, culture, values, and competencies.

Team Empowerment

• Empower a team of Nesting PEs and develop their skills, capabilities, and competencies.
• Foster a culture of engagement and excitement to achieve customer-driven results, where Gusties feel empowered to put customers first and develop their careers within the organization.

Here’s what we're looking for:

• 5+ years of experience managing learning, development, and skilling, including facilitators and content designers. 2+ years of experience managing customer service operations. 
• Experience leading and managing distributed teams and programs and have influence management skills.
• Knowledge of/experience in applying learning theories and principles, including adult learning theory.
• Adaptable and good at context switching. You’re comfortable flexing between strategy and execution.
• You have organizational agility and can work successfully across a complex environment.
• Demonstrated ability to synthesize the complex - transform multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives.
• Project management experience - piloting new ideas, evaluating results, and iterating as needed.
• Prior customer service experience, call center experience preferred
• Proven track record of delivering an extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
• You have experience with high-velocity training, particularly with seasonal hiring trends
• Travel to our centers of gravity is an expectation of the role: Denver, Las Vegas, and Orlando. The frequency of travel will vary depending on seasonality, but expect at least 30% travel in the role, and up to 50% during periods of peak hiring.
• Tech Savvy: You know your way around GSuite, a Mac, Salesforce, JIRA, and Slack.
• Team Player: A consummate teammate, ready to wear multiple hats, inspire those around you, and work collectively while priding yourself in maintaining a professional brand and image.
• Handles stress well: Conflict resolution skills and a personality that thrives in a dynamic environment. Ability to handle - and even thrive - in an urgent, ambiguous environment with grace and composure.
• Great written and verbal communicator: Loves writing and talking about technical concepts to a wide range of audiences and understands the importance of listening to the customer before delivering service.

Our cash compensation amount for this role is targeted at $125,000 - $140,000/yearly in Denver, Orlando, and Las Vegas. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.