This is a role for someone who can zoom in and personally work a ticket or partner escalation, and zoom out to manage the team and keep a compliance program on track, in the same afternoon. You build strong people, hold partners accountable, and bring rigor to how the team operates.
Here’s what you’ll do day-to-day
Lead and grow the team
Manage a team of Payment Operations Analysts. Hire, coach, and develop them, set clear expectations, and give direct feedback. Own team-level SLAs, on-call rotation and escalation paths, and reporting, and use data to spot where the team's processes are breaking down and fix the root cause, not just the symptom. You're accountable for the team's output and for the growth of the people on it.
Manage day-to-day bank and payment partner operations
Own the operational relationship with our banking and payment partners, including issue triage, escalations, and operational reviews, and personally work individual tickets yourself when the queue backs up or SLAs are at risk. Partner closely with the team that owns the strategic partnership on renewals and due diligence.
Operate the compliance programs that keep payments running
Execute the day-to-day work behind Gusto's Nacha, unclaimed property, and bank compliance programs, and Payment Ops' portion of SOC 1 audits. Financial Services Compliance and Payroll Compliance own these programs; you're the operational partner who keeps documentation, controls, and evidence current and coordinates with them and GRC when new requirements land.
Drive incident response for payment operations
When something breaks at scale, whether it's a failed batch, a reconciliation break, or a payment partner outage, you're in the investigation yourself, not just directing it. You keep stakeholders informed and drive the retro that prevents it from happening again.
Partner with Product and Engineering
Bring the team's operational insight into product and engineering conversations. Flag risk early, weigh in on payment-related specs, and make sure operational needs are represented, without owning the product roadmap yourself.
Lead with AI
Model and encourage the use of AI across the team, whether that's faster investigation, cleaner documentation, or automating repetitive work.
Here’s what we're looking for
7+ years of hands-on experience in payment operations, banking operations, or treasury operations, including direct ownership of escalations, partner issues, or ticket queues, and 2+ years directly managing a team
Deep working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and experience with international money movement is a strong plus
Experience managing the operational side of a bank or payment partner relationship, including escalations, issue triage, and partner reviews
Track record of operating within a compliance program (Nacha Risk Self-Assessment, SOC 1, unclaimed property, or similar), including audits and controls work
Strong people leadership: you've hired, coached, and managed performance for a team of analysts or similar operational ICs
Comfortable operating with real ambiguity and driving cross-functional work without needing a fully defined process
AI-fluent: you use it as a genuine lever for yourself and expect your team to as well
Nacha AAP or AFPP certification is a strong plus
Our cash compensation amount for this role is targeted at $126,000-$156,000 /yr in Denver & most remote locations, and $146,000-$191,000 /yr for San Francisco, Seattle & New York. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.
At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
Reliable, consistent presence: We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
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