HR Operations Specialist

About the Role:

The HR Operations Specialist is a key operational partner to Gusto’s HR Partners, helping streamline and execute client work across systems, projects, and processes. This role owns the day-to-day operational rhythm that keeps our HR engagements running smoothly — from inbox triage and task routing to process automation and employee onboarding/offboarding.  The ideal candidate thrives in a fast-paced environment, possesses a strong attention to detail, and is passionate about solving problems efficiently to ensure seamless client support. This role offers a front-row seat to how Gusto delivers HR at scale — ideal for someone excited to grow into broader People Ops, program, or client-facing roles. You’ll help shape how Gusto HR delivers scalable, white-glove HR service by pairing human expertise with operational excellence.

About the Team:

As Gusto’s HR Partner program scales, our HR Operations team is reimagining how we deliver exceptional, efficient, and consistent service to hundreds of clients. You’ll be part of the team building the operational foundation that enables HR Partners to focus on strategic impact.

Here’s what you’ll do day-to-day:

This role manages the operational workflow for our HR Partners, ensuring timely and compliant execution of various HR tasks across multiple client accounts.

Here’s what you’ll do day-to-day:

• Support and manage workflows embedded within the HR Partner’s daily operations, proactively monitoring inboxes, Slack channels, and meeting action items to identify and independently address client requests.
• Efficiently handle high volumes of daily tasks, utilizing established triage protocols to prioritize and reprioritize work, with an emphasis on immediate support for payroll blockers and critical benefits questions.
• Utilize Asana to manage all open projects and tasks, maintaining clear and consistent communication between the HR Partner, Operations team, and the client.
• Route all Level 1 items (e.g., system support, simple administrative tasks) to the internal Dedicated Support Advisor (DSA) and diligently follow up to ensure their timely execution.
• Identify opportunities to automate recurring processes or improve workflow efficiency using tools like Asana rules, Gmail filters, Gumloop, or AI assistants.
  
• Master the triage process, quickly distinguishing between Level 1 administrative tasks, Level 2 operational support, and escalations (e.g., payroll blockers, benefits questions) to ensure continuous client service.
• Execute or delegate Level 1 back-end administration within Gusto, managing system upkeep, data entry, time card corrections, wage garnishments, and other Gusto system-based activities.
• Draft routine communications and prepare compliance-related documents.
• Support basic employee inquiries (e.g., PTO, pay, policy questions).
• Own client-specific onboarding and offboarding logistics, including system setup, documentation, and benefits enrollment coordination.
• Maintain and update client records, audit data accuracy, and support compliance tracking across systems.
• Document recurring workflows and propose process improvements to drive efficiency and consistency.
• Support benefits, payroll, and compliance processes by gathering documentation, preparing forms, and ensuring timely follow-through.

Here’s what we're looking for:

• Experience & HR Passion: Minimum 2 years of experience in an Operations,  HR Support,  or HR coordination role, ideally in a consulting, SaaS, or multi-client environment.
• Demonstrated passion for building scalable HR processes and improving systems.
• Organizational Mastery: Exceptional organizational skills and a keen eye for detail; you are someone who loves checklists, processes, and getting things right, especially when managing a high-volume task list.
• Technical Proficiency: Strong proficiency with technology and the ability to learn new systems quickly.
• Tech Savvy: A high level of comfort with Google Suite and modern productivity tools (Slack, Asana, Zoom, etc.) is required. Proven examples of leveraging AI to solve tasks are a significant advantage.
• Direct, hands-on experience with Gusto is required; familiarity with other HRIS or payroll systems is a plus.
• Communication: Excellent communication skills, with the ability to convey complex information clearly and professionally both in writing and verbally to internal and external stakeholders.
• Adaptability & Priority Management: Proven ability to manage multiple priorities and adapt quickly to the changing needs of a fast-paced, client-focused environment.
• Integrity & Confidentiality: Demonstrated ability to maintain confidentiality and handle sensitive employee and client issues with the utmost integrity and discretion.
• Mindset: A proactive, collaborative, and deeply service-oriented mindset that approaches all tasks with empathy and care.

Our cash compensation amount for this role is between $100,000 - $115,000/year in Denver and most other major cities, and between $120,000 - $140,000/year for New York & San Francisco. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.