Gusto
People Partner Lead, CX
Scottsdale, AZ;Denver, CO · Full-time
Sponsorship not specified$158k-$195kDetected 6 days ago
RecruitingHRISLeadershipCommunicationMentoring
About the role
- This is a senior partnership role with a team management component.
- You earn trust through follow-through, not decks.
- You don't identify primarily as a strategist.
Responsibilities
- You stress-test thinking and then own the outcome - from org change communication to the last Workday update.
- Build trusted partnerships with the CX Senior Leadership Team - understanding org dynamics, surfacing friction early, and driving decisions on talent strategy, workforce planning, and org design - staying accountable for outcomes, not just recommendations.
- At the same time, you'll directly empower 2 People Partners who deliver the day-to-day: coaching frontline managers, managing ER volume, and executing People programs across a large, distributed org.
- Lead the harder conversations: delivering candor to senior leaders on their own effectiveness, navigating performance decisions on high-profile talent, and partnering through significant org changes end-to-end.
- Directly empower and develop 2 People Partners (team of 3 total) who deliver coaching at scale and execute People programs across frontline CX teams - setting a high bar, giving direct feedback, and keeping ownership with your team.
- Support and operationalize core talent programs including performance cycles, calibration discussions, promotion processes, and senior leader enablement.
- When org changes are decided, own end-to-end execution - transition planning, communication sequencing, Workday updates, leader enablement, and follow-through until nothing is left unresolved.
- When you hit a repetitive or data-heavy task, your first move is to ask "can we build something to handle this?" - and then you go do it.
- 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.
Requirements
- Prior people management experience required.
- A track record of owning programs end-to-end - not just designing them.
- You've run a performance cycle, a reduction, or a leadership change from kickoff to close, and you know what it takes to get all the way to done.
- You know what a well-run reorg or high-stakes talent decision looks like from the inside.
- Ability to thrive in ambiguity, hold a lot of detail, and stay organized across a large and dynamic org.
Nice to have
- Background at high-growth SaaS companies - ideally founder-led or recently public - supporting CS, CX, or customer-facing orgs preferred.
Skills
- Reinforce high performance standards, accountability, and clarity around expectations, feedback, and growth at the leadership level.
Compensation
- All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.
Benefits
- We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers.
- All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success.
- Learn more about our Total Rewards philosophy.
Company info
- Serve as the liaison between CX and Gusto's broader People team (Talent Acquisition, Total Rewards, L&D, People Ops), translating company-wide programs into what they mean for the CX org - and surfacing CX context back to the center.
- We are in an active build phase - this role requires someone who arrives ready to construct and deliver, not inherit and sustain.
- We're looking for a senior People Business Partner to support our Customer Experience organization at Gusto.
- At Gusto, we're on a mission to grow the small business economy.
- AI is a fundamental part of how work gets done at Gusto.
This listing is sourced directly from Gusto's careers page and normalized into a canonical job model.