Future Opportunities: Retirement Operations

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

About the Role

As a CX Retirement Operations Gustie you’ll play a key role in ensuring operational accuracy and compliance across our systems and processes. You’ll work closely with internal teams to identify, investigate, and resolve data or process discrepancies while helping to streamline workflows that power Gusto’s operational backbone.

This role sits within our broader CX organization, which includes teams focused on client operations, data reconciliation, compliance, customer care, and transition operations. You’ll contribute to building scalable systems that deliver a seamless and reliable experience for our customers and internal partners alike.

About the Team

Our Operations team ensures the accuracy, reliability, and compliance of the systems that enable Gusto to serve customers at scale. Whether it’s processing data corrections, maintaining clean records, or supporting cross-functional initiatives, we’re passionate about operational excellence and continuous improvement through AI and leveraging systems and workflows that enable efficiency and optimize the customer experience.

Each team member is a true owner, demonstrates AI native capabilities, is curious, detail-oriented, and motivated by the opportunity to improve processes that make work simpler, faster, and more accurate for everyone.

Here’s what you’ll do day-to-day

• Identify, investigate, and correct operational or data errors while mitigating downstream impact.

• Document and improve internal processes to drive efficiency and consistency as we scale.

• Partner cross-functionally with internal teams to resolve issues and ensure smooth operations.

• Leverage AI to maintain and update standard operating procedures (SOPs) and internal knowledge tools.

• Support CX initiatives such as audits, reconciliations, and data integrity reviews.

• Analyze patterns in data errors or escalations to recommend process improvements.

• Use tools like Salesforce, SQL, and Google Workspace to pull, validate, and update data.

• Provide timely updates and excellent internal customer service to ensure resolution and clarity.

• Take ownership of evolving operational workflows as business needs change.

Here’s what we’re looking for

• 3+ years of professional experience in an operations or compliance role in 401(k) plan administration in a high-volume environment.

• Strong attention to detail, organization, and follow-through.

• Skilled in problem-solving and navigating ambiguity; you naturally look for root causes and scalable fixes.

• Experience with Google Workspace (Docs, Sheets, Gmail) or Microsoft Office.

• Familiarity with data tools such as Excel (pivot tables, VLOOKUP), SQL, or Salesforce.

• Proven ability to collaborate across teams and communicate clearly, both written and verbal.

• Comfortable in a metrics-based, fast-paced environment where quality and accuracy matter.

• Self-starter who thrives in a collaborative and continuous-improvement environment.

• Familiarity with automation tools, analytics platforms (BigQuery, Looker, Tableau), or workflow optimization.

• Exposure to process improvement, audit, or compliance work.

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.

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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