Teams at Gusto

Own end-to-end payment operations, including ACH processing, exception handling, refunds, re-debits, and reconciliation. Investigate transaction issues, coordinate outage resolution, work with engineering and product on system improvements, analyze customer feedback, and manage escalations with domestic and international bank and payment partners. The role also contributes to product requirements, launches, compliance considerations, and AI-enabled process improvements.

Leads Gusto’s Payment Operations team and owns payment processing across ACH, wires, RTP, and international contractor payments. Manages bank and payment partner operations, escalations, SLAs, compliance activities, audits, incident response, and process improvements. Partners with Engineering, Product, Accounting, Risk, Legal, and Customer Experience while hiring, coaching, and developing analysts. The role also drives AI adoption and ensures operational controls, documentation, and payment reliability remain strong.

Lead Gusto’s end-to-end new customer product experience, spanning web discovery, onboarding, activation, and shared onboarding platforms. Set growth and AI strategy, improve acquisition and conversion, and drive successful customer setup. Manage senior product managers and collaborate with Engineering, Design, Data, Marketing, Sales, and Finance. Own funnel and revenue outcomes while coaching the team and advancing experimentation, customer understanding, and execution.