At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff , payroll, health insurance, 401(k)s, and HR , so owners can focus on their craft and their customers.

With teams in Denver, San Francisco, and New York, we support more than 400,000 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.

About the Role:

Gusto is scaling our AI-powered risk function to support a complex, multi-entity business operating in highly regulated environments. As the Enterprise Risk Management Lead, you will own and operate Gusto's Enterprise Risk and Third Party Risk Management programs , built AI-first, designed to scale, and built to enable the business to move fast without breaking things.

This is a People Empowerer (manager) role. You balance hands-on program leadership with managing and developing a team of compliance professionals. You navigate the tension between "doing the work" and "leading the work" , contributing directly to complex, high-impact programs while ensuring your team delivers with excellence.

You are a change agent who influences how automated risk management gets done at Gusto, models AI-enabled ways of working, and helps others grow their own capabilities in the process.

You will champion the adoption of AI, machine learning, and process automation across risk monitoring, control testing, incident management, and reporting , and you will partner with Product, Data Science, and Engineering to make it explainable, adopted, compliant, and scalable.

Here’s what you’ll do day-to-day:

You manage initiatives that are complex in both scope and impact, influencing the strategic direction of Gusto's compliance risk management framework.

You apply a deep understanding of the regulatory landscape and how it intersects with Gusto's business model to proactively design and lead cross-functional risk programs.

You translate complex risk topics into clear, actionable guidance that senior leaders can immediately understand and operationalize.

You lead cross-functional working groups, align divergent perspectives, and drive cohesive progress toward shared goals , with minimal oversight.

As a PE, you balance individual risk and compliance contribution with team leadership.

You manage operations, professional development, resource allocation, and performance , while staying close enough to the work to be a credible, hands-on partner to your team and stakeholders.

You model responsible AI use, and act as a source of knowledge and mentorship , supporting your team's AI journey and helping others apply it responsibly and effectively.

AI-Enabled Risk Operations, Innovation & Transformation

This is how you and your team operate , not a side project.

• Champion the adoption of AI, machine learning, process automation, and advanced analytics to improve risk monitoring, control testing, and reporting across ERM, TPRM, and broader compliance functions

• Lead the integration of AI and automation into every phase of the risk lifecycle: vendor assessments, document ingestion and analysis, continuous monitoring and alerting, risk scoring, prioritization, and trend analysis

• Build intelligent risk monitoring and evaluation systems , including auto-tagging for risk issues, audit requests, and regulatory changes , that improve real-time visibility and eliminate manual effort across the enterprise risk portfolio

• Drive the digitalization of risk tools including RCSAs, KRIs, incident reporting, and audit tracking , transforming periodic, reactive processes into continuous intelligence systems with live leading and lagging indicators that enable real-time decision-making

• Partner with Product, Data Science, and Engineering to define requirements for AI-driven workflows, decisioning engines, and dashboards , ensuring explainability, auditability, and regulatory defensibility of all AI-enabled risk decisions

• Design and build intelligent dashboards and reporting tools that deliver real-time risk visibility and decision-quality insights to senior leadership and cross-functional stakeholders

• Design AI workflows with appropriate validation loops, human-in-the-loop checkpoints, and guardrails , ensuring outputs are reliable, governable, and meet regulatory standards before being used to frame risks, recommendations, or decisions

• Stay current on AI advancements and emerging technologies and proactively integrate new capabilities into team operations to increase velocity and scale

• Model responsible AI use , supporting ICs in their AI journeys and fostering a culture of intentional experimentation, accountability, and continuous improvement

Enterprise Risk Management

• Design, implement, and continuously improve Gusto's ERM framework, ensuring alignment with best practices and Gusto's stage of growth and strategic priorities across all entities

• Define and maintain Gusto's enterprise risk taxonomy, risk appetite statement, and key risk indicators spanning operational, regulatory, technology, financial, and reputational risk domains

• Lead Gusto's Enterprise Risk Management process , driving integration of risk practices across business functions, promoting a proactive risk culture, and ensuring incident management, root cause analysis, and lessons learned are systematically captured in an automated, AI forward way.

• Apply AI-assisted insights to enterprise risk datasets to surface systemic patterns, validate assumptions, prioritize risks, and deliver proactive, data-driven advisory to senior leadership

• Monitor the regulatory landscape (OCC, FDIC, CFPB, SEC, FINRA, GDPR, NIST, ISO, SOC) and leverage AI to proactively incorporate changes before they become compliance gaps

• Act as a key advisor to senior compliance leadership , translating complex risk findings into clear, actionable recommendations with minimal oversight

Third Party Risk Management (TPRM)

• Design, implement, and independently manage a high-impact, AI-first TPRM program with clear milestones, progress tracking, and measurable outcomes across all Gusto entities

• Manage the full third-party risk lifecycle , onboarding and risk profiling, periodic assessments, issue management, corrective action tracking, and offboarding , across suppliers, product partners, contractors, service providers, and cloud service providers , and do so in an AI and automated way.

• Maintain a centralized, authoritative vendor risk inventory and risk register, ensuring real-time visibility into Gusto's third-party risk posture

• Conduct periodic AI-driven audits and reviews of third-party compliance with contractual obligations and regulatory standards, identifying patterns that inform continuous program improvement

• Serve as the central orchestrator across Compliance, Security, Legal, Procurement, IT, and GRC for proactive and reactive third-party incident management

• Own Gusto's TPRM policy and maintain comprehensive documentation , risk assessments, audit findings, corrective actions , ensuring full accountability and traceability

People Leadership & Team Development

• Balance individual compliance contribution with team leadership , managing operations, professional development, resource allocation, and performance while staying close to the work

• Coach and develop ICs toward next

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The TPM will be responsible for leading the SOX program, including onboarding, risk assessments, and control design for new features and significant engineering changes. They will also identify SOX risks and key controls, maintain the RCM, and oversee ITGCs and ITACs design and operating effectiveness.

The ideal candidate will have a proven track record of supporting product and engineering organizations, strong understanding of ITGCs, application controls, and risk assessments, and hands-on experience with SOX 404 control design, testing, issue management, and audit readiness.

In addition to the above responsibilities, the TPM will serve as the primary liaison to Internal and External Audit on technology- and product-related SOX matters, continuously improve the SOX program through metrics, automation, and monitoring, and track and resolve control issues, identify systemic gaps, and drive durable improvements to prevent recurrence.

If you're a motivated and experienced professional looking for a challenging role, please apply!

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Responsibilities

• Build and drive our customer success playbooks and digital content
• Work with team to manage end-to-end customer journey
• Drive expansion and ROI within our customer base
• Define and drive key customer success metrics
• Manage and triage customer feedback and issues
• Be the face of Regrello to our customer base

Requirements

• 3-5 years of experience in a top-tier enterprise SaaS company
• 8+ years of experience collaborating with senior leadership in large enterprises
• Proven track record of building playbooks and digital content to support users
• In-depth knowledge of customer success playbooks, metrics, and the ability to cultivate champion users
• Skilled in tailoring advice and products to maximize ROI for customers
• Proficient in sharing customer success stories and use cases
• Experience managing the complete customer journey, from onboarding to expansion
• Previous experience in expanding large enterprises is a valuable asset
• A customer-centric approach to solving problems
• Confidence in challenging conventions and a self-sufficient, independent manager
• Strong passion for making a positive impact on the world
• Independent and inquisitive learner who embraces new challenges without hesitation

Benefits

• Opportunity to learn, grow, and lead within the company
• Interface with leaders across industries and help drive the next wave of digital transformation in supply chain, operations, and manufacturing
• Work with an industry-leading team of supply chain, product, and software engineering experts
• Industry-leading compensation
• Ownership both of product and of equity in the company
• Excellent healthcare benefits
• Quarterly 'on-sites' with the entire company to bring us closer together

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As the Customer Operation Manager at Kody, you will be the engine that ensures seamless operations and exceptional customer experiences. You will need strong analytical mindset, excellent communication skills, a technical aptitude (or the ability to learn quickly), and a passion for enabling clients in a fintech environment.

Key Responsibilities

Client Support

Act as the primary liaison for customer inquiries, delivering timely and accurate responses.

Issue Management

Investigate customer challenges, resolve issues proactively, escalate complex cases when needed, and ensure swift resolution.

Onboarding Enablement

Lead the onboarding process for clients, guiding them through setup and implementation of our payment solutions, and addressing any technical or operational issues that arise.

Training & Enablement

Conduct training sessions and provide educational materials so that clients fully understand our products and services, empowering them to use our platform effectively.

Documentation & Analytics

Keep detailed records of client interactions—including inquiries, solutions, and feedback—and produce reports on customer activity and trends to drive insights and process improvements.

Relationship Development

Build and strengthen relationships with clients, gain a deep understanding of their unique needs and preferences, and proactively identify ways to enhance their experience with our company.

Process Optimization

Collaborate with cross-functional teams to identify opportunities for operational improvement and implement solutions to streamline workflows and boost efficiency.

Compliance & Risk Oversight

Ensure adherence to regulatory requirements and internal policies, and mitigate risk by following established procedures and protocols.

Industry Engagement

Stay active within the payments industry, build contacts and create opportunities that support future growth.

Requirements

Qualifications & Requirements

• Proven experience in Product Support, Customer Success, Client Success, Account Management, or Customer Operations.
• Excellent interpersonal and communication skills, able to build rapport with clients and internal stakeholders.
• Strong analytical and problem-solving abilities, attention to detail, and a proactive mindset in handling customer issues and escalations—experience in a payment processing environment is highly valued.
• Ability to thrive in a fast-moving, dynamic environment and adapt to shifting priorities.
• A commitment to delivering exceptional service and exceeding client expectations.
• Proficiency with Google Workspace or Microsoft Office, CRM software (HubSpot preferred), and Intercom.
• Comfortable interacting with customers across international time zones.

Benefits

• Employer-contributed pension scheme
• Medical Insurance
• Regular team socials and events

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We are looking for an innovative hands-on technologist to run Data Operations for one of the largest global FinTech's. This is a new role that will transform how we manage and process high quality data at scale and reflects our commitment to invest in an Enterprise Data Platform to unlock our data strategy for BlackRock and our Aladdin Client Community.

Key responsibilities

The ideal candidate will be a high-energy, technology and data driven individual who has a track record of leading and doing the day to day operations.

• Ensure on time high quality data delivery with a single pane of glass for data pipeline observability and support
• Live and breathe best practices of data ops such as culture, processes and technology
• Partner cross-functionally to enhance existing data sets, eliminating manual inputs and ensuring high quality, and onboarding new data sets
• Lead change while ensuring daily operational excellence, quality, and control
• Build and maintain deep alignment with key internal partners on ops tooling and engineering
• Foster an agile collaborative culture which is creative open, supportive, and dynamic

Knowledge and Experience

• 8+ years’ experience in hands-on data operations including data pipeline monitoring and engineering
• Technical expert including experience with data processing, orchestration (Airflow) data ingestion, cloud-based databases/warehousing (Snowflake) and business intelligence tools
• Champion the adoption of AI-enabled capabilities across Data Operations, including anomaly detection, predictive issue management, and automated operational insights to improve resilience, scale, and client experience.
• The ability to operate and monitor large data sets through the data lifecycle, including the tooling and observability required to ensure data quality and control at scale
• Experience implementing, monitoring, and operating data pipelines that are fast, scalable, reliable, and accurate
• Understanding of modern-day data highways, the associated challenges, and effective controls
• Passionate about data platforms, data quality and everything data
• Practical and detailed oriented operations leader
• Inquisitive leader who will bring new ideas that challenge the status quo
• Ability to navigate a large, highly matrixed organization
• Strong presence with clients

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

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What you'll do

Lead New Model Quality introduction through strategic planning, management, and communication to meet New Model quality targets from concept to mass production.

• Support Department Project Lead by executing & managing the Quality portions of the plan (SAP related to OQ Flow, HAB, MMC Q) - Coordinate New Model Quality activity (weekend & shutdown) with all projects, and track project progress to achieve results.

What you need

• Minimum Educational Qualifications: Bachelor degree in Engineering or equivalent related experience working in Quality

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What you'll do

Collaborate with design from feasibility through design phase to achieve a product that can be manufactured within the factory’s capabilities while working with MMC’s to prepare and execute the trial phase of the new model development.

• Conduct feasibilities studies and detailed confirmations of new technologies, design concepts and manufacturing processes.
• Identify past model problem history, opportunities for cost savings and safety concerns.

What you need

• Minimum Educational Qualifications: Bachelor’s Degree in Engineering (e.g., Mechanical, Electrical or Industrial) or equivalent related experience.
• Minimum Experience: 2+ years experience.

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