What are the responsibilities and job description for the CX Chief of Staff position at Gusto, Inc.?
About the Role:
In this role, you will Provide strategic and operational support as the Chief of Staff to the Chief Customer Officer, Ian Watson and the Customer Experience organization (CX).
The CX organization has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.
Here’s what you’ll do day-to-day:
- Collaborate to identify and resolve the CX organization's most pressing challenges.
- Drive the CX organization's processes for strategic planning, decision-making, budgeting, operations, and metrics/OKRs (eg. BizOps).
- Collaborate on, and communicate, the Chief Customer Officer’s Agenda including annual CX strategy, CX OKRs, and people-focused agenda (team & culture).
- Ensure efficient operations and resolve conflicts and/or unblock teams including identifying and resolving dependencies and roadblocks.
- As an extension of the leader, predict and plan what will be needed, managing the day-to-day and being the eyes and ears of the organization.
- On an as-needed basis, this role may take-on special projects and/or incubate new roles or programs.
We’re looking for a builder who is a force multiplier. Does this sound like you? Read on!
Here’s what we're looking for:
- 15 years of work experience in analytical, operating roles at high-growth startups.
- 5 years of CX Strategy or Senior-Level CX Operating Experience
- Experience in systems thinking and process improvement.
- Exceptional problem-solving skills; you've solved ambiguous problems by applying frameworks to get to the first principles, aligning resources on the goal, executing, learning, and adapting.
- Stellar program management: you may be called on to develop, and manage programs for CX and/or Company-wide initiatives.
- Grit, hustle, and the ability to flex into problems at all altitudes.
- The ability to keep all the trains on the tracks and the clear communication flowing.
Our cash compensation amount for this role is between $181,000 - $223,00/year in Denver, between $212,000 - $262,000/year for New York/San Francisco. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
Salary : $22,300 - $181,000
