The opportunity
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.
What you'll do
Own the operational layer of specific payment workflows: ACH processing, exception handling, refunds, collection re-debits, reconciliation. When something is off, you investigate, escalate where needed, and see it through to resolution. And when you see a pattern, you push to fix the root cause.
Payment Operations doesn't just react: we shape how the systems work. You'll contribute to product specs, surface operational pain points, help define requirements, and participate in launches. You're a partner in building, not just a consumer of what gets shipped.
Customer and CX feedback is signal. You actively mine it to identify friction: in payment flows, prioritize what matters, and bring those insights into the operational and product conversations where decisions get made.
Connect the dots across rails, partners, reconciliation, compliance, and: customer experience. When an issue surfaces, you understand how it ripples — and you bring that perspective to cross-functional conversations.
Work directly with Gusto's bank and payment partners — domestic and: international — to triage issues, resolve escalations, and maintain strong working relationships. You know how to be firm and collaborative at the same time, and you don't let things sit. Lead with AI You use AI as a genuine work partner — to move faster on analysis, draft communications, synthesize data, and automate the repetitive. You're always looking for the smarter way to get to the answer.
+ years of experience in payment operations, banking operations, treasury: operations, or a related role at a fintech or financial institution
What they're looking for
- Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or: international money movement (cross-border transfers, FX, global disbursement networks); experience across both is a strong plus
- Strong analytical instincts: you look for the pattern behind the problem and can query or structure data to find it (SQL a plus but not required)
- Experience working with bank portals, payment processors, or reconciliation tools
- Ability to communicate clearly with both operational and technical: counterparts; you can write a crisp Slack to an engineer and a professional escalation to a bank partner
