119K–146K USD / year
Senior Manager, Escalation Services
OperationsHybrid — Denver, CO; Scottsdale, AZ
Published on 2026-09-30
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Gusto is seeking a Senior Manager to lead the Escalation Services team within Benefits Services. This dual role involves managing high-stakes customer escalations while redesigning the escalation handling framework to improve efficiency and scalability. The role emphasizes accountability, AI integration, and process improvement.
About the company
Gusto is a digital platform that provides payroll, benefits, and human resource management solutions for small to medium-sized businesses. The company focuses on simplifying HR processes and ensuring compliance, while also offering tools for employee engagement and retirement planning.
The team
Escalation Services
What you'll do
- Operate a white-glove escalation service for high-visibility cases
- Redesign and rebuild the escalation operating model
- Develop and implement root-cause analysis practices
- Establish KPIs and reporting for escalation trends
- Coach team members to excel in service delivery
What we're looking for
- 5+ years of leadership experience, including managing leaders
- Proven track record in escalation or technical support functions
- Experience with process redesign and organizational change
- Ability to communicate clearly under high-pressure situations
Nice to have
- Experience in benefits operations or health insurance
- Familiarity with Salesforce and high-volume case management