Senior Process Improvement Lead

2 weeks ago

New York, New York, United States Gusto Full time

About Gusto

Gusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses nationwide.

Our Mission

We're committed to creating a world where work empowers a better life, starting right here at Gusto. Our collaborative and inclusive workplace is built on a foundation of trust, respect, and open communication. We're passionate about building a workplace that inspires and motivates our team members to deliver exceptional results.

About the Role

We're seeking an experienced leader to join our Customer Experience Transformation (CXT) team as a Senior Lead, Process Improvement. In this role, you'll be responsible for driving operational excellence and process improvement across Gusto. You'll lead a portion of our Process Improvement team, building operational efficiency by installing best practices related to strategic planning, operational scoping, process re/design, and continuous improvement.

Key Responsibilities

  • Contribute to building and maturing craft & capabilities of process improvement across CX to scale and improve service
  • Evaluate CX processes to understand drivers and opportunities using lean process improvement methodologies
  • Own and manage initiatives that focus on the continuous improvement of CX operations efficiency, process quality, and customer experience
  • Mentor and coach peers and leaders on Process Improvement methodologies, concepts, and skillsets
  • Execute intake and scoping processes, including problem statement definition, business requirement collection, and cost benefit analysis
  • Facilitate cross-functional current state and future state design workshops
  • Collaborate across stakeholders to drive alignment and success

Requirements

  • 6+ years of experience in process improvement, preferably applied to large-scale transformation/technology implementations, customer experience, and/or operations
  • Proven track record and passion for implementing process improvement programs, making processes that improve customer experiences, and delivering high-impact and quality outcomes
  • Lean, Six Sigma, and/or Service Design experience and/or other similar certifications
  • Strong creative problem-solving skills, with the ability to thrive in an environment where process improvement is needed
  • Ability to take competing interests, priorities, and complexities and drive to clarity, recommendations, and alignment
  • A systems thinker with a bias for action, able to efficiently break down complex problems
  • Ability to influence cross-functional peers and leaders and drive change
  • Executive verbal and written communication, as well as strong data visualization and presentation skills

What We Offer

We offer a competitive cash compensation package, with a targeted range of $104,000/year to $128,000/year in Denver and most major metro locations, and $127,000/year to $155,000/year for San Francisco and New York. We also offer a range of benefits, including health insurance, 401(k)s, and a comprehensive employee assistance program.

Work Environment

We have 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. We also offer flexible work arrangements, including remote work options, to support our team members' work-life balance.

Equal Opportunity Employer

Gusto is an equal opportunity employer, committed to building a diverse and inclusive workplace. 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 other applicable legally protected characteristic.

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