Head of Insurance Operations · Fully Remote

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. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Payment Operations sits within Gusto's Money team, a cross-functional group spanning Engineering, Product, and Operations that powers money movement across Gusto's growing product surface: core payroll, contractor payments, international money movement, and new business offerings like PEO.
As the Payment Operations Manager, you'll lead a team of Payment Operations Analysts and own the health of Gusto's payment operations end to end: the ACH, wire, RTP, and international contractor payment rails, the day-to-day operations behind our bank and payment partner relationships, and the operational side of the compliance programs that keep all of it running within regulatory bounds. You'll work closely with Engineering, Product, Accounting, Risk, Legal, and CX to get there.
This is a role for someone who can zoom in and personally work a ticket or partner escalation, and zoom out to manage the team and keep a compliance program on track, in the same afternoon. Manage a team of Payment Operations Analysts. Own team-level SLAs, on-call rotation and escalation paths, and reporting, and use data to spot where the team's processes are breaking down and fix the root cause, not just the symptom. Manage day-to-day bank and payment partner operations

~ Own the operational relationship with our banking and payment partners, including issue triage, escalations, and operational reviews, and personally work individual tickets yourself when the queue backs up or SLAs are at risk. Partner closely with the team that owns the strategic partnership on renewals and due diligence.

Operate the compliance programs that keep payments running

• Execute the day-to-day work behind Gusto's Nacha, unclaimed property, and bank compliance programs, and Payment Ops' portion of SOC 1 audits. Financial Services Compliance and Payroll Compliance own these programs; Drive incident response for payment operations
• When something breaks at scale, whether it's a failed batch, a reconciliation break, or a payment partner outage, you're in the investigation yourself, not just directing it. Flag risk early, weigh in on payment-related specs, and make sure operational needs are represented, without owning the product roadmap yourself.

7+ years of hands-on experience in payment operations, banking operations, or treasury operations, including direct ownership of escalations, partner issues, or ticket queues, and 2+ years directly managing a team

• Deep working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and experience with international money movement is a strong plus
• Experience managing the operational side of a bank or payment partner relationship, including escalations, issue triage, and partner reviews
• Track record of operating within a compliance program (Nacha Risk Self-Assessment, SOC 1, unclaimed property, or similar), including audits and controls work
• Strong people leadership: you've hired, coached, and managed performance for a team of analysts or similar operational ICs
• Our cash compensation amount for this role is targeted at $126,000-$156,000 /yr in Denver & most remote locations, and $146,000-$191,000 /yr for San Francisco, Seattle & New York. Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
Our customers come from all walks of life and so do we. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
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