Retirement Operations

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.

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.

Our Operations team ensures the accuracy, reliability, and compliance of the systems that enable Gusto to serve customers ther 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.

• 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.

• 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 (Big Query, 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…