Head of CX Quality and Insights

About Gusto
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy .
About the Role
Head of CX Quality and Insights leads the strategy, design and implementation of all CX Quality policies, programs and related insights. This person will be responsible for establishing standards, policies and procedures to evaluate the effectiveness and efficiency of customer experiences, provide insights to business operations and drive improvement through close collaboration with Customer Experience teams, Learning & Development, Knowledge Management and Product Operations. This person will also be responsible for creating and driving effective feedback loops across product, engineering, customers and employees.
This is a leadership role reporting to our Head of Enablement within CX. Gusto's CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.
Here's what you'll do day-to-day:

• Quality and Insights Strategy:
  • Develop Quality and Insights Strategy: Develop a strategic vision for customer service quality and insights that will drive organizational goals and objectives, including creating consistent standards for quality across CX and implementing industry leading programs and methodologies, supported by technology. Most importantly, this person is responsible for representing the voice of the customer and the voice of employees through robust insights related to our product and service.
  • Analysis: Analyze results and develop action plans based on findings from quality programs and related insights. Create implementation plans to drive improvement across key metrics with operational, enablement and product teams.
  • Collaborate with Stakeholders: Partner with cross-functional teams, including customer service leadership, product operations, product management, knowledge management, CX data and insights and learning & development to align goals as well as action plans to improve business performance and drive process improvement.
  • Stay Current with Industry Trends, including Technology: Stay abreast of industry trends, best practices, and emerging technologies in customer service and quality. Incorporate innovative approaches and tools to enhance the impact and efficiency of the customer experience leveraging AI and LLM.
• Team Empowerment:
  • Build the team: Build a centralized quality and insights team from the ground up. Create an organizational structure to support business objectives through a combination of direct reports, indirect reports and BPO partners.
  • Manage quality and insights professionals: Lead and supervise a team of quality and insights professionals responsible for analyzing and delivering insights to key stakeholders. Provide guidance, direction, and set expectations including adherence to best practices.
  • Culture: Foster a results driven culture and deep understanding of Customer and Employee needs.
• Agent and Customer Experience
• • Create a quality and insights methodology and process that supports feedback and coaching at the individual, team level and cross-functional level.
  • Create quality and insights programs that analyze our performance against customer expectations. The results and analytics from these programs provide actionable insights to drive improvements to meet or exceed customer expectations.
  • Partner with BPOs and other third party teams to drive consistency in methodology and calibration.

Here's what we're looking for:

• Bachelor's degree
• 8+ years of experience in leading quality management and insights that deliver business outcomes, focusing on customer service, call center or operations environments.
• 8+ years of people leadership focused on transformational leadership.
• Proven leadership experience, including managing and developing high-performing teams through clear direction and expectation setting.
• Proven track record of collaborative leadership with demonstrated ability to foster alignment, create shared goals and expectations.
• Analytical mindset with the ability to assess quality of processes and experiences and recommend actions for improvement.
• Experience in implementing and utilizing standard and emerging technology to drive quality analytics and insights
• Strategic thinking and ability to align quality expectations with organizational goals and priorities.
• Experience leading and managing distributed teams and programs as well as strong influence management skills.
• Adaptable and good at context switching. You're comfortable flexing between strategy and execution.
• Demonstrated ability to synthesize the complex - transform multiple, complicated, disparate inputs into simple, straightforward, succinct actions and initiatives. You understand the benefits and appropriate uses of AI in curriculum and have demonstrated examples of AI use in your background.
• Excellent written and verbal communication skills, with the ability to communicate effectively with all levels of the organization and in multiple venues.
• Comfort and agility operating in a fast paced, high growth organization.
• Demonstrated change management experience to implement organization wide changes through optimizing processes, minimizing waste, and continuously improving workflows to enhance overall productivity and quality..
• Ability to travel as needed to Gusto Centers of Gravity.

The target cash compensation range for this role is $156,000 to $210,000 in Las Vegas, Denver, and Orlando. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the level and amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are 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.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
Our customers come from all walks of life and so do we. 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 our 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 (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-