Senior People Partner; CX

About the Role

Senior People Partner (CX) s role supports one of the largest and most complex organizations—Customer Experience (CX)—including high-volume, distributed, and non-exempt teams where the work is fast-paced and requires operational rigor. You will operate at the intersection of business strategy and people execution, serving as a trusted advisor to senior leaders across CX. You will lead initiatives in org design, change management, and talent strategy within a fast-paced environment, while coaching across levels and functions.

This role demands agility, systems thinking, and the ability to navigate empathy between strategic perspective, hands-on impact, and high-urgency moments. You will collaborate across People functions to design integrated solutions that align with business goals and lead initiatives that elevate performance, scale leadership, and enhance the CX employee experience with minimal oversight.

This is a unique opportunity to shape core people strategies within one of Gusto’s most critical organizations driving growth, engagement, and leadership across the company.

Gusto's People team is growing and scaling with the company. As our business scales and becomes more complex, and as we add hundreds of new Gusties each year, we need to ensure that our strategies for engagement with our employees are positive, engaging, values-driven and compliant.

• Act as a strategic advisor and thought partner to business leaders, helping them navigate performance management, team effectiveness, and leadership development.
• Support organizational design and workforce planning initiatives by assessing capabilities, identifying talent gaps, and helping to implement people plans.
• Guide teams through change management efforts, helping them adapt to evolving structures, roles, or processes in a compliant and empathetic way.
• Champion an inclusive and equitable employee experience by advocating for representation, trust, and fairness, particularly across operational and dispersed teams.
• Partner with Invite, Talent Development, Compensation, Benefits, ER, and Legal to implement cohesive people strategies aligned to business goals.
• Use people data and insights to support decision-making, monitor progress, and iterate on existing practices.
• Navigate complex and sensitive people situations, applying sound judgment and collaboration to reach aligned outcomes.

• 7–10 years of progressive HR/People Partner experience, with at least 3–5 years in strategic HRBP roles. Experience supporting high-volume, operational, or customer-facing teams (e.g., contact centers, sales, or field ops) is strongly preferred.
• Strategic business partner mindset with the ability to align People strategies to business goals and translate complexity into clear, actionable plans.
• Strong organizational design and change leadership skills, with a proven track record of helping teams navigate growth, restructuring, or role clarity work in dynamic environments.
• Fluency in non-exempt labor laws, compliance requirements, and employee relations, particularly in distributed and hourly-heavy teams.
• Experience coaching and influencing senior leaders, providing grounded, practical guidance rooted in trust, business acumen, and empathy.
• Data-driven approach to workforce planning, performance, and engagement—comfortable using analytics to inform decisions and measure impact.
• Collaborative, systems thinker with experience partnering cross-functionally with Talent Development, Invite, Compensation, Benefits, DEIB, and ER to implement cohesive, scalable solutions.
• Cultural humility and inclusive leadership mindset, with a history of advocating for equity, representation, and belonging through both strategy and everyday practices.
• Resilient, ethical, and calm under pressure, with a bias toward problem-solving and delivering impact while maintaining trust and confidentiality.

Cash compensation for this role is $154,045 to $189,989/year in Denver, and $181,275 to $223,573 for San Francisco & New York. Final offer amounts are determined by multiple…