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.

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