Product Operations Leader

The Product Operations Leader role at Gusto seeks candidates with a minimum of 9 years of experience in operating roles within growing startups, along with at least 3 years of experience leading high-performing teams. A solid understanding of service strategy, experience with SaaS products, and strong data analytical skills are also essential.

As a Product Operations Leader at Gusto, you will drive strategic initiatives that enhance the customer experience. Daily tasks include collaborating with cross-functional teams, fostering service design, advocating for customer success, providing data-driven insights, and coaching your team of Product Operations Managers.

Gusto emphasizes diversity and inclusion, valuing the contributions of team members from various backgrounds. In the Product Operations team, this means creating a collaborative atmosphere that encourages different perspectives and ideas, leading to better solutions for our customers.

A successful Product Operations Leader at Gusto should be detail-oriented, strategic, and customer-obsessed. Strong communication skills to connect with both technical and non-technical audiences, along with a proven ability to influence cross-functional teams, are also critical for success in this role.

Gusto's company culture is vibrant, inclusive, and driven by a mission to empower small businesses. As a Product Operations Leader, you'll find a supportive environment that encourages collaboration, continuous improvement, and a focus on delivering exceptional experiences for our customers.

When prioritizing initiatives, focus on alignment with company goals and customer impact. Discuss the importance of data in your decision-making process, and illustrate how you have successfully balanced competing priorities in the past.

Provide an example that highlights your collaboration skills. Discuss how you communicated our shared objectives, facilitated discussions, and ultimately drove consensus to achieve the desired outcome while maintaining focus on the customer experience.

Share specific projects where you successfully designed or improved service models to enhance the customer experience in a SaaS context. Highlight your approach and how it contributed to overall customer satisfaction and retention.

Explain your methods for collecting and analyzing customer feedback. Describe the processes you implement to synthesize this feedback into actionable insights for your teams, ensuring that the customer’s voice is integrated into product developments and service enhancements.

Discuss relevant metrics such as customer satisfaction scores, Net Promoter Scores (NPS), support turnaround times, or service efficiency metrics. Explain how these measurements inform operational decisions and strategies for improvement.

Share your approach to coaching by emphasizing the importance of regular feedback, setting clear performance expectations, and creating development opportunities for your team members. Highlight any specific results from your coaching methods.

Provide an example of a project where you collected and analyzed data to derive insights that informed a strategic decision. Highlight the decision-making process, actions taken, and the outcome as a result of your data-driven approach.

Reflect on specific challenges you encountered that required adaptability and problem-solving skills. Share the strategies you employed to navigate these challenges while maintaining operational efficacy and team morale.

Discuss attributes such as alignment with business goals, positive customer feedback, high operational efficiency, and seamless integration with product development. Emphasize the importance of continuous customer-centric improvements and agility in operations.

Express your passion for creating impactful customer experiences and driving innovative operational strategies. Share how working in a dynamic and collaborative environment like Gusto aligns with your professional motivations.