Future Opportunities: Retirement Operations

<div class="content-intro"><p style="line-height: 1.2;"> </p> <hr> <p><strong>About Gusto</strong></p> <p><span style="font-weight: 400;">At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our </span><a href="https://gusto.com/about/careers/total-rewards"><span style="font-weight: 400;">Total Rewards philosophy</span></a><span style="font-weight: 400;">. </span></p></div><h3><strong>About the Role</strong></h3> <p>This is an exciting opportunity to bring your retirement operations expertise to a team that's reshaping how small businesses manage their financial benefits. In the CX Retirement Operations role, you'll play a key role in ensuring operational accuracy and compliance across our systems and processes — and you'll do it with the support of cutting-edge tools and an AI-native mindset.</p> <p>You'll work closely with internal teams to identify, investigate, and resolve data or process discrepancies while helping to streamline workflows that power Gusto's operational backbone. This role is hands-on, with an emphasis on research, analysis, and first-principles problem solving in a fast-paced, deadline-driven environment.</p> <p>This role sits within our broader CX organization, which includes teams focused on client operations, data reconciliation, compliance, customer care, and transition operations.</p> <h3><strong>About the Team</strong></h3> <p>Our Retirement Operations team ensures the accuracy, reliability, and compliance of the systems that enable Gusto to serve customers at scale. Whether it's processing data corrections, maintaining clean records, or supporting cross-functional initiatives, we're passionate about operational excellence and continuous improvement — and we leverage AI and modern workflows to get there.</p> <p>Each team member is a true owner: AI-native, curious, detail-oriented, and motivated by the opportunity to make work simpler, faster, and more accurate for everyone.</p> <h3><strong>Here’s what you’ll do day-to-day</strong></h3> <ul> <li>Identify, investigate, and correct operational or data errors while mitigating downstream impact.</li> <li>Process and reconcile retirement plan data accurately and on time, ensuring customers' needs are met proactively and at scale.</li> <li>Document and improve internal processes to drive efficiency and consistency as we grow.</li> <li>Partner cross-functionally with teams across Compliance, Product, Engineering, and Customer Care to resolve issues and ensure smooth operations.</li> <li>Leverage AI to maintain and update standard operating procedures (SOPs) and internal knowledge tools.</li> <li>Support CX initiatives such as audits, reconciliations, and data integrity reviews.</li> <li>Analyze patterns in data errors or escalations to identify root causes and recommend scalable process improvements.</li> <li>Use tools like Salesforce, SQL, and Google Workspace to pull, validate, and update data.</li> <li>Act as a liaison with internal teams and external partners to ensure accurate customer representation.</li> <li>Provide timely updates and excellent internal customer service to ensure resolution and clarity.</li> <li>Take ownership of evolving operational workflows as business needs change.</li> </ul> <h3><strong>Here’s what we’re looking for</strong></h3> <ul> <li>3+ years of professional experience in operations or compliance, preferably in 401(k) plan administration or retirement services in a high-volume environment.</li> <li>Strong attention to detail, organization, and follow-through — you take pride in getting it right.</li> <li>Skilled in problem-solving and navigating ambiguity; you naturally look for root causes and scalable fixes.</li> <li>A customer-first mindset with a passion for delivering exceptional service and outcomes.</li> <li>Experience with Google Workspace (Docs, Sheets, Gmail) or Microsoft Office.</li> <li>Familiarity with data tools such as Excel (pivot tables, VLOOKUP), SQL, or Salesforce.</li> <li>Proven ability to collaborate across teams and commu