Gusto
About Gusto
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 support more than 400,000 small businesses across the country and are building a workplace that represents and celebrates the customers we serve. About The Role
The Tax Resolution leader will lead a payroll and tax-focused organization by empowering and enabling the team to effectively drive the business areas forward. We’re looking for someone passionate about coaching teams and delivering a best-in-class customer experience while improving workflows and creating efficiency gains in an ever-changing environment for scale. About The Team
The Tax teams within the Payroll Operations organization are at the core of providing services that give our customers peace of mind. The Tax Resolution team exists to ensure impeccable delivery of key customer needs. We seek a high‑energy, results‑oriented, inspirational 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 and develop professionally within the organization 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 effectively resolve tax notices and improve the overall customer experience Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction Champion change management efforts to plan and implement organization‑wide improvements that elevate the customer experience Collaborate cross‑functionally with onboarding, product, and engineering 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 Here’s What We’re Looking For
1–3 or more years of management experience 3+ years of operations experience 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 and strategically, influencing change across multiple business units and functions 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; able to make measured, objective, data‑driven decisions on a daily basis Bonus points for experience within the payroll and tax industry Our cash compensation amount for this role is $69,390/yr to $105,060/yr in Denver and most major metro locations, and $89,795/yr to $116,734/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above. Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations will be expected to work from the office on designated days approximately
2‑3 days
per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto’s subsidiary, whose physical office is in Scottsdale. When approved to work from a location other than a Gusto office, a reliable internet connection is required for hybrid employees. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and enthusiasm for small businesses, you will find a home at Gusto. Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation or any other legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require a medical or religious accommodation at any point, please fill out the form and a member of our team will get in touch. Gusto takes security and protection of personal information very seriously. Please review our Fraudulent Activity Disclaimer and the Applicant Privacy Notice. Seniority Level
Mid‑Senior level Employment Type
Full‑time Job Function
Accounting / Auditing and Finance; Software Development
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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 support more than 400,000 small businesses across the country and are building a workplace that represents and celebrates the customers we serve. About The Role
The Tax Resolution leader will lead a payroll and tax-focused organization by empowering and enabling the team to effectively drive the business areas forward. We’re looking for someone passionate about coaching teams and delivering a best-in-class customer experience while improving workflows and creating efficiency gains in an ever-changing environment for scale. About The Team
The Tax teams within the Payroll Operations organization are at the core of providing services that give our customers peace of mind. The Tax Resolution team exists to ensure impeccable delivery of key customer needs. We seek a high‑energy, results‑oriented, inspirational 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 and develop professionally within the organization 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 effectively resolve tax notices and improve the overall customer experience Take ownership of executing quarterly and annual objectives related to tax resolution and customer satisfaction Champion change management efforts to plan and implement organization‑wide improvements that elevate the customer experience Collaborate cross‑functionally with onboarding, product, and engineering 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 Here’s What We’re Looking For
1–3 or more years of management experience 3+ years of operations experience 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 and strategically, influencing change across multiple business units and functions 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; able to make measured, objective, data‑driven decisions on a daily basis Bonus points for experience within the payroll and tax industry Our cash compensation amount for this role is $69,390/yr to $105,060/yr in Denver and most major metro locations, and $89,795/yr to $116,734/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above. Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations will be expected to work from the office on designated days approximately
2‑3 days
per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto’s subsidiary, whose physical office is in Scottsdale. When approved to work from a location other than a Gusto office, a reliable internet connection is required for hybrid employees. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and enthusiasm for small businesses, you will find a home at Gusto. Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation or any other legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require a medical or religious accommodation at any point, please fill out the form and a member of our team will get in touch. Gusto takes security and protection of personal information very seriously. Please review our Fraudulent Activity Disclaimer and the Applicant Privacy Notice. Seniority Level
Mid‑Senior level Employment Type
Full‑time Job Function
Accounting / Auditing and Finance; Software Development
#J-18808-Ljbffr