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
Use AI to identify demand shifts, seasonal patterns, and emerging workforce: risks before they impact operations.
Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning.
Develop and maintain capacity plans, providing recommendations on hiring,: staffing, and efficiency improvements for our CX teams.
Participate in an on-call PagerDuty rotation to monitor and respond to: real-time alerts — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off-hours incidents.
Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions.
Build and maintain AI-powered WFM data pipelines that integrate multiple data: sources (volume, AHT, shrinkage) to enable predictive and near-real-time insights.
What they're looking for
- Continuously monitor and adjust forecasts using AI-driven models and traditional methods as demand evolves.
- Design governance frameworks for AI-enabled WFM workflows, including: monitoring, validation, and escalation processes.
- Partner with Legal, Data, and Product to ensure AI implementations meet: organizational standards and compliance requirements.
- Lead cross-functional AI initiatives for WFM, influencing how teams across: the organization use AI in planning and operations.
