Process improvement specialist Jobs in Atlanta, GA

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About the Role :

We're seeking an experienced leader to build out operational management capabilities and drive process improvement and excellence across Gusto, as a member of our growing CXT team. The Lead, Process Improvement is responsible for ensuring that Gusto's CX organization (service and operations) are systematically getting more efficient, delivering better outcomes to customers, and improving the work and lives for our Gusties (Gusto employees). In this role, you will lead a portion of Gusto's Process Improvement team, building operational excellence by installing best practices related to strategic planning, operational scoping / management, process re / design, and continuous improvement. You will contribute to team strategy and metric performance, as well as partner directly with CX leaders and other executives across the company.

About the Team :

The mission of our Customer Experience Transformation (CXT) team is to quickly evolve and drive scale of our CX organization to deliver outstanding service experiences. Process Improvement is an essential part of how we do that.

Here's what you'll do day-to-day :

• Actively contribute to building and maturing craft & capabilities of process improvement across CX to scale and improve service, including designing and refining approach to activities such as : current state assessment, future state design
• Evaluate our CX processes to understand drivers and opportunities using lean process improvement methodologies (e.g. Lean, Six Sigma, etc).
• Own and manage initiative(s) that focus on the continuous improvement of CX operations efficiency, process quality, and customer experience
• Mentor and coach peers and leaders on Process Improvement methodologies, concepts, and skillsets (e.g. Lean, Six Sigma, TQM, etc) and install them into day-to-day operations.
• Execute intake and scoping processes, including but not limited to problem statement definition, business requirement collection and cost benefit analysis
• Facilitate cross functional current state and future state design workshops
• Collaborate across a range of stakeholders (Operations, Tooling, Product, Data & Reporting, etc.) to drive alignment and success
• Identify and enable automation opportunities by evaluating and designing processes and partnering across AI, Tooling and Product teams

Here's what we're looking for :

Our cash compensation amount for this role is targeted at $104,000 / year to $128,000 / year in Denver & most major metro locations, and $127,000 / year to $155,000 / year 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.

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.

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.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.