Senior Manager, Escalation Services

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.