The opportunity
About Gusto 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 they're looking for
- Strengthen evaluation frameworks and feedback loops to ensure quality,: compliance, and continuous improvement; contribute to Gusto's human evaluation programs and AI governance practices through deep partnership with our internal CX Labs team
- Partner with Data teams to define and track workflow performance: including solve and assist rate, AHT, rework rate, and customer effort score — clearly distinguishing between model-level, workflow-level, and operational drivers
- Build ROI models to quantify workflow impact across efficiency, quality, and cost before and after deployment
- Represent workflow performance and risk to senior stakeholders with: appropriate precision and brevity; communicate in a way that drives action, not overwhelm