# Senior Manager, Escalation Services

**Company**: Gusto
**Location**: Denver, CO
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $119,185/year to $146,000/year
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gusto/jobs/8211813?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_100b130d-8c6

## Description

Gusto is hiring a Senior Manager to lead the Escalation Services team within Benefits Services. This role involves operating a white-glove escalation service and redesigning the escalation ecosystem. The team handles executive escalations, access-to-care emergencies, and benefit inaccuracies affecting customer coverage.

Responsibilities:

- Lead specialists and run a structured cadence

- Serve as point of contact for high-visibility escalations

- Step into sensitive and high-risk cases

- Coach team members to operate independently

- Own performance cycles and AI fluency

- Develop high-potential specialists

- Redesign the end-to-end escalation operating model

- Build root-cause analysis practices

- Manage dependencies across cross-functional partners

- Define and socialize an escalation policy

- Establish KPIs and reporting

- Set the AI vision and automation roadmap

Requirements:

- 5+ years of leadership experience

- Demonstrated track record of owning escalation or technical support functions

- Experience driving org change and scaling

- Executive-level escalation management experience

- Operational rigor and comfort with data analysis

- AI-native builder with experience designing or automating workflows

- Coaching and development depth

- Domain-relevant experience in benefits operations or health insurance brokerage

We offer a salary range of $119,185/year to $146,000/year in Denver and Phoenix.

## Skills

### Required
- leadership
- escalation management
- AI fluency
- data analysis
- coaching

### Nice to have
- benefits operations
- health insurance brokerage
- carrier portals
- Salesforce
- case management tooling

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gusto/jobs/8211813?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)