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 200,000 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. The Global
The Head of Workforce Management (WFM) is responsible for ensuring that Gusto Operations is equipped to meet our customers' support needs by having the right staff in the right place at the right time. In this role, you will lead a global team of both internal and outsourced workforce professionals, ensuring operational excellence in areas such as schedule creation, real time optimization, and short & long term resource forecasting. You will oversee team strategy and metric performance, partnering on decisions across infrastructure, personnel, process, and work prioritization. This role would represent WFM at a senior level within the organization and be the expert within the company for workforce resource strategy, best practices, innovation, and insight.
Here’s What You’ll Do Day-to-day
- Define and execute the WFM strategy across all CX teams, multiple offices and third party partners
- Empower and continue building a team of high-performing WFM experts
- Engage with the broader Customer Experience organization to drive a continuous optimization approach across WFM processes
- Lead end to end cycle of workforce planning, forecasting, scheduling
- Identify, collect, track and improve key performance metrics to manage and improve CX team performance
- Engage cross-functionally to provide data-based recommendations around Gusto’s workforce and hiring plans
Here’s What We're Looking For
- Minimum 10+ years leading a workforce management or operations function
- In-depth expertise in forecasting, scheduling and capacity planning
- 5-8 years experience working with CRMs & telephony platforms
- Minimum of BA/BS education
Our cash compensation range for this role is $140,000 to $207,000 in Denver and most remote locations, and $166,000 to $243,000 in San Francisco & New York. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.
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 need assistance or an accommodation due to a disability, you may contact us at accommodations@gusto.com.