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Customer Care Leader - Benefits
Company | Gusto |
Address | New York City Metropolitan Area, United States |
Employment type | FULL_TIME |
Salary | |
Category | Financial Services |
Expires | 2023-08-11 |
Posted at | 10 months ago |
Gusto is seeking a dynamic leader to join our Engagement team and empower a team of support team leaders. You’ll help scale our operation to support millions of members in the next few years. You’ll be responsible for the experience of tens of thousands of SMBs on the Gusto platform.
- Leader of change management in planning and facilitating organization-wide improvement to the customer experience
- Lead CX strategic direction for Gusto’s customers, including identifying emerging technologies and implementing systems to ensure operational excellence and, in turn exceptional customer outcomes
- Empower a team of leaders and roughly 90 individual contributors and 8-9 PEs.
- Work cross-functionally with other CX teams and shared services to deliver improvements to the Gustie and the overall customer experience
- Foster a culture of engagement and excitement to bring out customer-driven results where Gusties feel empowered to put customers first and develop their careers within the organization
- Responsible for execution of quarterly and annual objectives
- Solicit regular internal and external customer feedback to lead continuous process improvements to the customer experience
- Proven experience working in Healthcare Benefits environments
- 3 - 6 years minimum of people management experience in CX and technology
- Proven track record of delivering extremely high level of satisfaction across a customer base while also taking pride in driving operational efficiencies
- 3+ years of leadership experience, preference for experience leading leaders : setting strategic vision, and empowering high-performance teams
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