# 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_9e4b1b70-32a

## 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.

Responsibilities:

- Lead a team of specialists handling executive escalations, access-to-care emergencies, and benefit inaccuracies.

- Coordinate cross-functionally to drive resolution and provide status updates to customer executives and internal stakeholders.

- Redesign the end-to-end escalation operating model, including intake, triage, and routing.

- Develop and own root-cause analysis practices to identify top drivers and systemic gaps.

- Establish and own KPIs, dashboards, and reporting to make escalation trends visible to leadership.

- Set the AI vision and own the automation roadmap for Escalation Services.

Requirements:

- 5+ years of leadership experience, including 2+ years leading other leaders.

- Demonstrated track record of owning escalation, technical support, or supportability functions in a fast-paced, customer-obsessed environment.

- Experience driving org change, restructures, process redesign, or scaling.

- Executive-level escalation management experience.

- Operational rigor and comfort with data analysis.

- AI-native builder with experience designing or automating workflows.

Benefits:

- Competitive base pay

- Benefits

- Equity (RSUs)

Salary Range: $119,185/year to $146,000/year

## Skills

### Required
- leadership
- escalation management
- process redesign
- AI fluency
- data analysis

### Nice to have
- benefits operations
- health insurance brokerage
- employee benefits administration
- access-to-care advocacy
- payroll

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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)