People Process Transformation Lead

Partner closely with People Technology to implement technology solutions that improve operational efficiency.

Evaluate opportunities to leverage workflow automation, AI, integrations, self-service capabilities, and system enhancements to drive prioritization for people technology.

Ensure process design and technology decisions work together to create sustainable solutions.

Balance configuration, workflow redesign, and policy changes to achieve desired outcomes.

Provide leadership for:

HRIS Operations

Own operational governance for core HR system transactions and data processing.

Ensure operational accuracy, compliance, and service level achievement.

Continuously improve throughput, quality, and controls.

People Services

Lead the HR Service Center responsible for Tier 0/1 Gustie (employee) and People Empowerer (manager) support.

Improve service delivery through knowledge management, self-service, case management optimization, and triage/query process improvements.

Develop service metrics and continuously improve customer experience.

Define operational standards, process ownership, documentation, and governance across People Operations.

Create KPI dashboards measuring efficiency, quality, service levels, cycle times, automation adoption, and employee experience.

Build mechanisms to continuously identify improvement opportunities through operational data and customer feedback.

Lead and coach managers and individual contributors across HRIS Operations and People Services.

Foster a culture of continuous improvement, operational excellence, and customer-centric thinking.

Build organizational capability in process improvement methodologies and change management.

Influence senior stakeholders across HR leadership, Finance, IT, Security, and Legal.

Translate business priorities into operational improvements.

Lead cross-functional initiatives requiring alignment across multiple organizations.

10+ years of experience in People Operations, HR Operations, Business Operations, Process Excellence, Consulting, or related fields.

5+ years leading managers and operational teams.

Demonstrated success leading enterprise-scale process transformation initiatives.

Experience managing HR shared services, HR operations, HRIS operations, or similar service organizations.

Strong understanding of HR technology ecosystems (Workday or comparable HRIS, case management platforms, workflow tools).

Experience applying Lean, Six Sigma, business process management, or operational excellence methodologies.

Strong analytical skills with the ability to use operational metrics to drive decisions.

Proven ability to influence senior leaders without direct authority.

Excellent executive communication and stakeholder management skills.

Experience in high-growth technology companies.

Experience implementing HR technology or enterprise workflow platforms.

Familiarity with AI-enabled workflow automation and employee support technologies.

Lean Six Sigma certification or equivalent operational excellence training.

Experience leading organizational change and large cross-functional programs.

Within your first year, you will have:

Established a transformation roadmap for People Operations.

Identified and delivered measurable improvements in key employee lifecycle processes.

Reduced manual work through workflow redesign and automation.

Improved HR service center effectiveness and customer satisfaction.

Increased operational visibility through standardized metrics and dashboards.

Built a culture where continuous improvement becomes part of day-to-day operations.

This leader excels at:

Strategic systems thinking

Operational excellence

Customer obsession

Data-driven decision making

Organizational influence

Change leadership

Developing high-performing teams

Balancing innovation with operational rigor

Our cash compensation amount for this role is $147,000/yr to $190,000/yr in Denver & most major metro locations, and $173,000/yr to $225,000/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

This is a HYBRID role where you will be expected onsite Tuesday and Wednesday in either New York, Denver, San Francisco.

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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