Gusto
Head of Product Operations, Tax Credits
Gusto, San Francisco, California, United States, 94199
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Head of Product Operations, Tax Credits
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Gusto About Gusto: A modern, online people platform that helps small businesses take care of their teams. Gusto offers full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. Gusto serves more than 400,000 businesses nationwide with offices in Denver, San Francisco, and New York. About The Role: The Tax Credits team empowers small businesses by unlocking valuable savings through tax credits and grants. We operate like a mini startup within the company, driven by customer empathy, domain expertise, and a passion for innovation. You will contribute to delivering an exceptional customer experience, building operating processes for customers and internal teams, and establishing a scalable foundation for growth. About The Team: The Tax Credits Operations team is a cross-functional group 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. We aim to democratize access to tax credits and grants for SMBs and business advisors. Here’s What You’ll Do Day-to-day
Operational Leadership
Manage, coach, and develop operators and managers delivering all customer tax credits Monitor pipeline health, turnaround times, and quality metrics (e.g., NPS, CSAT, CES, DQ rates) Demonstrate strong decision-making and calm leadership through change, issues, or escalations Act as a player-coach during seasonal peaks to ensure delivery continuity, customer empathy, and subject matter depth Lead by example and promote operational innovation, including AI adoption and ongoing learning on tax credits topics
Operational Rhythm & Alignment
Run effective meetings, check-ins, and cross-functional communications Partner with leadership and Data to maintain performance and OKR reviews Clarify priorities and foster collaboration across Ops, Product, GTM, Compliance, and Data
Seasonal & Cyclical Execution
Lead high-volume seasonal projects (e.g., amendments, substantiation reports) with measurable impact Own or collaborate on recurring rituals: planning, performance reviews, all-hands Anticipate spikes and adjust team capacity accordingly
Continuous Improvement
Identify operational risks and help the business scale while staying compliant with tax laws Design and implement process changes to improve efficiency, accuracy, and scale Align operational readiness with product launches and GTM strategies
Customer Advocacy
Share customer insights to influence product, strategy, and execution Partner with Product to close high-risk or trending gaps and improve customer experience
Here’s What We’re Looking For
7+ years in growing startups in operating roles (e.g., biz ops/strategy, product operations, project/program management, or consulting). 2+ years experience in tax credits. Experience scaling service strategy with SaaS products, including incubating products, building/manging betas, and integrating new products into a scalable service model Highly adaptable and resilient to changing business needs; able to navigate challenges and decide with incomplete information Self-starter, organized problem-solver, resourceful, and action-oriented toward continuous improvement Experience managing cross-functional stakeholders and influencing senior leaders in Product Strong data-driven results orientation; able to set goals and plan strategies to achieve them Excellent written and verbal communication for both technical and non-technical audiences Experience with service design and/or service blueprinting Compensation : Our cash compensation for this role ranges from $158,000 to $195,000/year in Denver and most major metro locations, and $185,000 to $229,000/year for San Francisco and New York. Final offers depend on location, experience, and other factors. Work model and location: Gusto has physical offices in Denver, San Francisco, and New York City. Employees based in those locations are expected to work from the office 2–3 days per week (or more depending on role). Note: The San Francisco office expectations cover the SF and San Jose metro areas. Hybrid work requires a secure, reliable internet connection. Equal Opportunity Statement: Gusto is an equal opportunity employer. We do not discriminate in hiring or employment decisions based on race, color, religion, national origin, age, sex, pregnancy, marital status, ancestry, disability, veteran status, gender identity or expression, sexual orientation, or other legally protected characteristics. Gusto provides reasonable accommodations for qualified applicants. If you need accommodations, please contact us. Security and privacy: Gusto takes the protection of personal information seriously. Please review our Fraudulent Activity Disclaimer and Applicant Privacy Notice. Job Details
Seniority level:
Executive Employment type:
Full-time Job function:
Product Management and Marketing Industries:
Software Development
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Head of Product Operations, Tax Credits
role at
Gusto About Gusto: A modern, online people platform that helps small businesses take care of their teams. Gusto offers full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. Gusto serves more than 400,000 businesses nationwide with offices in Denver, San Francisco, and New York. About The Role: The Tax Credits team empowers small businesses by unlocking valuable savings through tax credits and grants. We operate like a mini startup within the company, driven by customer empathy, domain expertise, and a passion for innovation. You will contribute to delivering an exceptional customer experience, building operating processes for customers and internal teams, and establishing a scalable foundation for growth. About The Team: The Tax Credits Operations team is a cross-functional group 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. We aim to democratize access to tax credits and grants for SMBs and business advisors. Here’s What You’ll Do Day-to-day
Operational Leadership
Manage, coach, and develop operators and managers delivering all customer tax credits Monitor pipeline health, turnaround times, and quality metrics (e.g., NPS, CSAT, CES, DQ rates) Demonstrate strong decision-making and calm leadership through change, issues, or escalations Act as a player-coach during seasonal peaks to ensure delivery continuity, customer empathy, and subject matter depth Lead by example and promote operational innovation, including AI adoption and ongoing learning on tax credits topics
Operational Rhythm & Alignment
Run effective meetings, check-ins, and cross-functional communications Partner with leadership and Data to maintain performance and OKR reviews Clarify priorities and foster collaboration across Ops, Product, GTM, Compliance, and Data
Seasonal & Cyclical Execution
Lead high-volume seasonal projects (e.g., amendments, substantiation reports) with measurable impact Own or collaborate on recurring rituals: planning, performance reviews, all-hands Anticipate spikes and adjust team capacity accordingly
Continuous Improvement
Identify operational risks and help the business scale while staying compliant with tax laws Design and implement process changes to improve efficiency, accuracy, and scale Align operational readiness with product launches and GTM strategies
Customer Advocacy
Share customer insights to influence product, strategy, and execution Partner with Product to close high-risk or trending gaps and improve customer experience
Here’s What We’re Looking For
7+ years in growing startups in operating roles (e.g., biz ops/strategy, product operations, project/program management, or consulting). 2+ years experience in tax credits. Experience scaling service strategy with SaaS products, including incubating products, building/manging betas, and integrating new products into a scalable service model Highly adaptable and resilient to changing business needs; able to navigate challenges and decide with incomplete information Self-starter, organized problem-solver, resourceful, and action-oriented toward continuous improvement Experience managing cross-functional stakeholders and influencing senior leaders in Product Strong data-driven results orientation; able to set goals and plan strategies to achieve them Excellent written and verbal communication for both technical and non-technical audiences Experience with service design and/or service blueprinting Compensation : Our cash compensation for this role ranges from $158,000 to $195,000/year in Denver and most major metro locations, and $185,000 to $229,000/year for San Francisco and New York. Final offers depend on location, experience, and other factors. Work model and location: Gusto has physical offices in Denver, San Francisco, and New York City. Employees based in those locations are expected to work from the office 2–3 days per week (or more depending on role). Note: The San Francisco office expectations cover the SF and San Jose metro areas. Hybrid work requires a secure, reliable internet connection. Equal Opportunity Statement: Gusto is an equal opportunity employer. We do not discriminate in hiring or employment decisions based on race, color, religion, national origin, age, sex, pregnancy, marital status, ancestry, disability, veteran status, gender identity or expression, sexual orientation, or other legally protected characteristics. Gusto provides reasonable accommodations for qualified applicants. If you need accommodations, please contact us. Security and privacy: Gusto takes the protection of personal information seriously. Please review our Fraudulent Activity Disclaimer and Applicant Privacy Notice. Job Details
Seniority level:
Executive Employment type:
Full-time Job function:
Product Management and Marketing Industries:
Software Development
#J-18808-Ljbffr