Senior Manager, Escalation Services

Gusto is hiring a Senior Leader to manage and evolve the Escalation Services team within Benefits Services. This dual-focus role requires operating a white-glove escalation service for high-visibility customer issues while simultaneously redesigning the infrastructure, tooling, and operating model for future scale. The ideal candidate will combine strong operational rigor with AI-native building capabilities to drive systematic root-cause resolution.

• 5+ years of leadership experience, including 2+ years leading other leaders preferred
• Track record of owning escalation, technical support, or supportability functions in a fast-paced environment
• Experience driving organizational change such as restructures or process redesign
• Familiarity operating against time-sensitive SLAs in a regulated operations environment such as benefits, healthcare, payroll, banking, or insurance
• Demonstrated ability to build with AI tools, automate workflows, or design agents that create operational leverage
• Ability to work from the office on designated days approximately 2-3 days per week

An experienced operations and support leader who excels at managing high-stakes escalations while simultaneously redesigning systems and leveraging AI tooling to drive long-term scale.

Candidates apply on the employer's official site.