Head of Product Operations, Tax Credits

About the Role:

At Gusto, the Tax Credits team is on a mission to empower small businesses by unlocking valuable savings through tax credits and grants. Operating like a “mini startup” within the company, we are a team driven by deep customer empathy, domain expertise, and a relentless desire to innovate. If you’re passionate about solving big problems, driving operational strategy, and making a tangible impact on small business owners’ lives, we’d love to have you on our team.

Your talents will be instrumental in delivering an exceptional customer experience, developing operating processes that enable our customers and internal teams, and creating a strong foundation on which we can grow. This is an exciting opportunity to join a dynamic team and make a real impact on small businesses all across America.

About the Team:

The Tax Credits team is on a mission to democratize tax credits and grants.  We aim to make access to tax credits and grants ubiquitous for SMBs & business advisors, ensuring every business receives the financial resources they deserve to fuel growth, innovation and long-term success.

The Tax Credits Operations team is a collaborative team who are passionate about tax credits. We’re a highly cross-functional team focused on ensuring our product and service are co-designed and co-developed along the product lifecycle to deliver a best in class customer experience and build the best version of Gusto for our customers.

Here’s what you’ll do day-to-day:

• Operational Leadership
• Manage, coach, and develop operators and managers delivering all customer tax credits
• Monitor and manage pipeline health, turnaround times, quality metrics (e.g. NPS, CSAT, CES, DQ rates)
• Demonstrate strong decision-making and clear-headed leadership through change, unforeseen issues or escalations
• Act as a player-coach when needed (e.g. during seasonal peaks) to ensure delivery continuity, customer empathy, and depth of subject matter expertise
• Lead by example and inspire operational innovation - e.g. personally demonstrate AI adoption and inspire others on the team to learn, attend or lead continuing education on tax credits topics and create learning opportunities for team members
• Operational Rhythm & Alignment
• Run effective meetings, operational check-ins, and cross-functional communications
• Partner with leadership + Data to maintain performance and OKR reviews to track delivery and quality performance
• Ensure clear priorities and collaborations across Ops, Product, GTM, Compliance, and Data
• Seasonal & Cyclical Execution
• Lead and deliver high-volume seasonal projects (e.g., amendments, substantiation reports) that drive measurable business impact
• Own or collaborate on recurring (e.g. quarterly) rituals: planning, performance reviews, all-hands
• Anticipate seasonal spikes and adjust team capacity accordingly
• Continuous Improvement
• Proactively identify and address operational risks. Help the business ‘see around corners’ to scale while remaining compliant with the latest tax laws
• Design and implement process changes to improve efficiency, accuracy, and scale
• Align operational readiness with product launches and GTM strategies
• Customer Advocacy
• Aggregate and share customer insights to influence product, strategy, and execution in a way that solves and prevents customer pain
• Partner with Product to close high risk or trending feature gaps and improve customer experience

Here’s what we're looking for:

• 7+ years of relevant work experience at growing startups in operating roles (i.e., biz ops/strategy roles, product operations, project/program management, and/or consulting. 2+ years experience in tax credits.
• Experience scaling service strategy alongside growing SaaS products, to include incubating products, building and managing product betas, and/or integrating new products into a scalable best-in-class service model
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete.
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement 
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product orgs
• Strong results-orientation and direct experience in pulling and utilizing data to identify critical trends and make/influence critical decisions. Skillful in setting goals based on the desired end state and planning strategies to achieve them.
• Excellent written and verbal communication skills and ability to effectively communicate complex subjects to both technical and non-technical audiences
• Experience with service design and/or service blueprinting

Our cash compensation amount for this role is $158,000/yearly to $195,000/yearly in Denver & most major metro locations, and $185,000/yearly to $229,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.