Senior Manager, Escalation Services

📋 Description

• Lead the specialists who run Escalation Services, running a structured cadence — weekly 1:1s, team
• Serve as point of contact for Gusto's highest-visibility escalations — coordinating
• Step into the most sensitive and highest-risk cases yourself — executive-visible
• Coach your team to operate as drivers, not passengers — owning the case end-to-end, communicating
• Own the rationale before you deliver any meaningful change — running a clear playbook every time
• Run a calibrated, evidence-based performance cycle that holds a high bar across your team, with AI

🎯 Requirements

• 5+ years of leadership experience, including 2+ years leading other leaders (preferred).
• Demonstrated track record of owning escalation, technical support, or supportability functions in a
• Experience driving org change — restructures, process redesign, or scaling — and bringing teams
• A track record of doing both at once: running a team's day-to-day performance while simultaneously
• Proven ability to manage high-pressure, high-visibility escalations and communicate clearly across
• Track record of building bridges across Product, Engineering, and Legal to drive root-cause fixes

🎁 Benefits

• Competitive base pay, benefits, and equity (RSUs)
• Total Rewards philosophy
• All full-time employees receive competitive base pay, benefits, and equity