Benefit Services Senior Leader - Group Fulfillment

About the role

Gusto is hiring a Senior Manager to lead our Group Fulfillment operation within Benefits Services. This is a senior people-leader role - you'll lead a team of managers and the individual contributors who report to them, accountable for delivering benefits accurately and on time for the small businesses who trust Gusto with their team's health coverage. You'll set operational objectives, develop and execute policies, manage capacity planning, and drive outcomes that have a measurable impact on Gusto's customers. You'll lead through your leaders - coaching them to own their teams, hold the bar, and drive change rather than transmit it. You'll also be a senior partner in shaping how AI transforms Fulfillment's work at Gusto. You'll help redesign workflows around it, build an automation roadmap for your team, reduce administrative overhead, and coach your leaders to do the same. Group Fulfillment is the team that ensures the promise of benefits becomes reality for new groups and renewing customers. We sit between health insurance carriers and Gusto's customer-facing teams, shepherding new plans, renewals, and carrier switches across the finish line. We measure ourselves by doing it right the first time and on time - because for the customers we serve, "late" or "incorrect" isn't an inconvenience; it's a missed prescription, a delayed procedure, or a stressful call to HR. Customer outcomes are what drive this team. It's where our passion lives, and it's the standard we hold ourselves to every day. As an AI-native company, we don't just use technology - it's the backbone of how we work. Senior leaders on this team are expected to model digital fluency and a proactive approach to leveraging AI tooling to enhance accuracy, speed, and capacity. Every decision you make has a significant daily impact on the lives of the customers we serve. Here's what you'll do day-to-day: Lead 3-5 managers (PEs) and ~40 specialists who report to them, running a structured cadence - weekly 1:1s, team forums, monthly business reviews. Coach your leaders to operate as drivers, not passengers - owning the rationale behind change, marketing it to their teams, and holding the bar without relitigating decisions. Develop your leaders through structured calibration, performance reviews, and a clear, evidence-based view of what good looks like at every level on their teams. Set and own the operational objectives, policies, and work plans for Group Fulfillment, with accountability for headcount and capacity planning across the function. Deliver against the timeliness, accuracy, and completeness standards that define benefits fulfillment - translating operational signals into action through your leaders. Manage cross-functional dependencies with Onboarding, Licensed Benefits Advisors, Member Fulfillment, BizOps, and carrier partners - persuading and aligning, not just informing. Set the AI vision and own the automation roadmap for Group Fulfillment - what gets automated, by when, and what the team's capacity unlocks as a result. Coach AI fluency through your leaders - run office hours and working sessions, set the bar for your managers, and partner with Data, Engineering, and Product to shape the tooling that lands in your team's workflow. Own the rationale before you deliver any meaningful change - running a clear playbook every time: what's changing, why, what it means for the team, what resources are in place, how it gets owned. Make decisions within your authority quickly, communicate them clearly, and don't reopen them when they meet friction. Run a calibrated, evidence-based performance cycle that holds a high bar across your team, with AI fluency treated as a non-negotiable expectation Develop high-potential individual contributors and managers through structured stretch work, cohort programs, and direct sponsorship. Address underperformance early and directly, with the same care and clarity you bring to recognition. Here's what we're looking for: Leadership experience 5+ years of

Benefits

Additional Information

About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy . AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

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