With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) , because everyone who helps build Gusto should share in its success.

Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

As a Dedicated Service Advisor PE, you’ll lead a team of Advisors who serve as the single point of contact for Gusto’s most valued customers. You’ll coach and develop your team to deliver proactive, high-touch support, strengthen customer relationships, and drive loyalty. You’ll partner cross-functionally to remove barriers, improve processes, and influence product decisions based on customer insights.

Your leadership will ensure operational excellence, empower your team to move quickly and think creatively, and help scale the Dedicated Service model to deliver an exceptional customer experience.

The Dedicated Service team is a segment of our Customer Care team dedicated to building and expanding relationships with our high-value customers. The team manages an assigned book of customers (~150 customers), serving as product experts, and providing trusted and efficient service.

Here’s what you’ll do day-to-day:

• Lead and develop a high-performing team of Dedicated Service Advisors, fostering deep product expertise, strong customer ownership, and operational excellence.

• Coach Advisors to deliver proactive, relationship-driven support that builds trust, drives satisfaction, and reduces churn across their book of business.

• Monitor performance metrics and customer health to identify trends, escalate risks, and ensure a consistent, exceptional customer experience.

• Partner cross-functionally with Sales, Product, Payroll, Benefits, and Risk teams to remove barriers, streamline processes, and influence roadmap decisions through customer insights.

• Drive operational strategy and continuous improvement, ensuring scalable systems, workflows, and best practices for both reactive and proactive support.

• Foster a culture of critical thinking and creative problem-solving, empowering Advisors to navigate ambiguity and deliver thoughtful, consultative solutions.

• Champion team engagement and development, using coaching, feedback, and recognition to build confidence, accountability, and long-term career growth.

• Leverage AI and automation to dramatically improve team efficiency and customer experience.

Here’s what we're looking for:

• Minimum of 3 years experience leading and managing teams of high performing individual contributors

• Background in payroll required

• Background in benefits/ health insurance preferred

• Experience with Gusto platform or similar preferred

• Deep understanding of customer satisfaction indicators and best practices

• Expertise in identifying, analyzing, and implementing behaviors that build customer loyalty

• Demonstrated success in continuous process improvement.

• Experience using data to build new processes and improve existing ones

• Ability to hire, coach, and retain top talent in a highly complex and regulated support experience

• Demonstrated AI Accumen: Experience leveraging AI to drive process and decisions

• Bachelor’s degree preferred but not required.

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Responsibilities

Support 12-15 dealers on key Sales and Marketing initiatives. Typical work week includes 1 day in office team collaboration and 4 days traveling supporting in person dealer meetings.

Deliver Ford monthly regional wholesale/MAP sales, share, and focus audience

Ford Commitment Program

Integrated Services

Ford Blue Advantage

Sales NPS

Regional GTM Execution

Tier 1-3 Marketing Alignment

Qualifications

Bachelor’s degree in business (Marketing, Management, Economics, Finance, Communications, or related field)

0-3 years of relevant professional experience

Must be willing and able to relocate, both now and in the future

Travel Commitment: (up to 4+ days/week, up to a four-hour drive radius, 100+ miles, potential overnight stays) (i.e. Tues-Fri, and air travel as needed)

Must possess a valid and unrestricted driver's license

Even better, you may have

Enthusiasm for and significant interest in the automotive industry

Strong commitment to teamwork and collaboration within a unified organizational structure (ONE Ford)

Demonstrated ability to contribute diverse viewpoints and approaches to problem-solving

Proven ability to think creatively and generate innovative solutions

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

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