Own end-to-end payment operations, including ACH processing, exception handling, refunds, re-debits, and reconciliation. Investigate transaction issues, coordinate outage resolution, work with engineering and product on system improvements, analyze customer feedback, and manage escalations with domestic and international bank and payment partners. The role also contributes to product requirements, launches, compliance considerations, and AI-enabled process improvements.

Leads Gusto’s Payment Operations team and owns payment processing across ACH, wires, RTP, and international contractor payments. Manages bank and payment partner operations, escalations, SLAs, compliance activities, audits, incident response, and process improvements. Partners with Engineering, Product, Accounting, Risk, Legal, and Customer Experience while hiring, coaching, and developing analysts. The role also drives AI adoption and ensures operational controls, documentation, and payment reliability remain strong.

Workforce Management Analyst responsible for multi-department scheduling, intraday staffing decisions, queue and skill routing, performance analysis, dashboards, and WFM automation. The role partners with operations leaders and vendors, administers WFM and routing tools, responds to real-time alerts through PagerDuty, and drives actionable insights and staffing improvements. AI fluency, scripting, analytics, and contact center WFM expertise are central to the position.