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
Manage a team of Payment Operations Analysts. Hire, coach, and develop them,: set clear expectations, and give direct feedback. Own team-level SLAs, on-call rotation and escalation paths, and reporting, and use data to spot where the team's processes are breaking down and fix the root cause, not just the symptom. You're accountable for the team's output and for the growth of the people on it.
Own the operational relationship with our banking and payment partners,: including issue triage, escalations, and operational reviews, and personally work individual tickets yourself when the queue backs up or SLAs are at risk. Partner closely with the team that owns the strategic partnership on renewals and due diligence.
Execute the day-to-day work behind Gusto's Nacha, unclaimed property, and: bank compliance programs, and Payment Ops' portion of SOC 1 audits. Financial Services Compliance and Payroll Compliance own these programs; you're the operational partner who keeps documentation, controls, and evidence current and coordinates with them and GRC when new requirements land.
When something breaks at scale, whether it's a failed batch, a reconciliation: break, or a payment partner outage, you're in the investigation yourself, not just directing it. You keep stakeholders informed and drive the retro that prevents it from happening again.
Bring the team's operational insight into product and engineering: conversations. Flag risk early, weigh in on payment-related specs, and make sure operational needs are represented, without owning the product roadmap yourself.
Model and encourage the use of AI across the team, whether that's faster: investigation, cleaner documentation, or automating repetitive work.
What they're looking for
- + years of hands-on experience in payment operations, banking operations, or: treasury operations, including direct ownership of escalations, partner issues, or ticket queues, and 2+ years directly managing a team
- Deep working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and: experience with international money movement is a strong plus
- Experience managing the operational side of a bank or payment partner: relationship, including escalations, issue triage, and partner reviews
- Track record of operating within a compliance program (Nacha Risk: Self-Assessment, SOC 1, unclaimed property, or similar), including audits and controls work
