Tax Resolution Lead

4 days ago

Denver, Colorado, United States Gusto Full time
About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. We're committed to building a collaborative and inclusive workplace, both physically and virtually.

About the Role

The Tax Resolution Lead will be responsible for leading a payroll and tax-focused organization, empowering and enabling their team to drive business areas forward. We're looking for someone who is passionate about empowering and coaching teams, providing small business owners with an exceptional customer experience, and improving workflows and efficiency gains in an ever-changing environment.

About the Team

The Tax teams within the Payroll Operations org are at the core of providing services that give our customers peace of mind. The Tax Resolution team is within the Payroll Operations org and is responsible for ensuring impeccable delivery of key customer needs. We're looking for a high-energy, results-oriented, inspirational Tax Resolution leader with a proven ability to work well and influence cross-functionally to scale our Tax teams.

Key Responsibilities
  • 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.
Requirements
  • 1-3+ years 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.
What We Offer

We offer a competitive salary range of $74,000/year to $91,000/year in Denver & most major metro locations. Final offer amounts are determined by multiple factors including candidate location, experience, and expertise. We also offer a collaborative and inclusive workplace, opportunities for professional growth and development, and a comprehensive benefits package.

About Gusto's Culture

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. We're committed to creating a workplace that is welcoming and inclusive for all employees.

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