Senior Lead, Process Improvement

About the Role:

Customer expectations, technology, and ways of working are changing faster than ever. AI is reshaping how service organizations operate, while customer trust and experience quality remain non-negotiable. At Gusto, we are reimagining our service - designing systems that are both human-centered and AI-enabled. This role will be critical in building the processes, responsible AI practices, and human-in-the-loop flows that allow our team to scale, adapt, and deliver consistently outstanding outcomes for customers and employees in a fast-moving environment.

About the Team:

The mission of our Customer Experience Transformation (CXT) team is to quickly evolve and scale how Gusto delivers outstanding service experiences and leverages AI to do so. Process Improvement is a key part of how we do that.

Here's what you'll do day-to-day:

• Build and mature the craft & capabilities of process improvement across Gusto to scale and improve service, including designing and refining approaches needed to scale AI-first building
• Manage a portfolio of high-impact projects that focus on the continuous improvement of CX operations efficiency, process quality, and customer experience-including collaborative, high-visibility, end-to-end workshop facilitation
• Partner with CX, Product, and Engineering to design and implement AI/automation initiatives, ensuring solutions are responsibly developed, integrated into workflows, and deliver measurable business value
• Establish and scale evaluation frameworks, governance practices, and feedback loops to measure the effectiveness of AI solutions, ensure compliance with internal standards and regulations, and inform iterative improvements.
• Drive understanding and adoption of AI-readiness methodologies, concepts, and skillsets and embed them into day-to-day operations
• Build scalable processes from the ground up, with a focus on AI-enabled designs that improve resiliency, adaptability, and trust
• Provide insights and recommendations for new processes and product launches, with a strong orientation toward leveraging AI where possible and high aptitude for data analytics and storytelling
• Lead through ambiguity and rapid change: create clarity, alignment, and adaptability in a fast-paced, evolving environment
• Willing to roll up your sleeves, lead from the front, and coach the team

Here's what we're looking for:

• 4+ years experience owning / leading large-scale transformation initiatives
• 8-10+ years of experience in process improvement, applied to service model transformation, customer experience, and/or operations
• Proven track record driving AI or automation implementations-whether through process redesign, tool adoption, orchestration of human-in-the-loop systems, or scaling new capabilities
• Familiarity with Responsible AI practices, governance, and risk management frameworks; able to balance innovation with compliance, ethics, and customer trust
• Proven ability to operate in environments of high ambiguity and rapid change, creating clarity and momentum for teams
• Track record of building and managing process improvement programs that deliver high-value outcomes
• Lean, Six Sigma, and/or Service Design experience and/or other similar certifications
• Strong creative problem-solving skills. You thrive in environments where transformation is needed and flex solutions to meet the needs of the business
• Ability to take competing interests, priorities, and complexities and drive to clarity, recommendations, and alignment across technical and non-technical stakeholders.
• A systems thinker with a bias for action and strong ability to balance speed to outcomes with quality of solution
• Ability to influence cross-functional, senior leaders and drive change via strong executive verbal and written communication as well as data visualization and presentation skills
• Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, to include influencing senior leaders in Product, Engineering or Customer Experience orgs
• Demonstrated self-starter and organized problem-solver. Self-sufficient, resourceful, and bias for action towards continuous improvement - always looking to improve upon the status quo
• Highly adaptable and resilient to changes in business needs or requirements. Ability to navigate challenges and make decisions even when information is incomplete
• Deep empathy and obsession for our small business customers. A deep passion for helping others

Our cash compensation amount for this role is $133,470 to $173,511/yr in Denver & most major metro locations, and $157,145 to $204,289/yr 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.