Gusto is hiring a

Carrier Operations

San Francisco, United States

Employee benefits are tricky. They’re even trickier for employers that don’t have the time to stay up to date on all the red tape and changes that happen in this industry. We are seeking folks who are passionate about resolving complex benefits issues and helping our internal teams deliver a world-class customer experience.

You'll act as a detective and problem-solver, working closely with our health insurance carrier partners to reach the best outcome for our customers as well as our operations teams to build processes that streamline the resolution process and prevent similar cases in the future. You’ll also be researching benefits laws and regulations and establishing processes and best practices for our teams based on what you’re researched. This is an amazing opportunity to use your research and problem solving skills to reshape the way our clients view health benefits!

Carrier Operations is at the core of our business and our spectacular team is a key stakeholder in company decisions regarding product development and operations. You will use your project-management skills to streamline benefit administration with insurance carriers, drive operations and communications with third-party partners, and build the health insurance engine that will make benefits with Gusto great. It’s a small, tight, fun group that works hard and laughs a lot. No egos here — we collaborate and help each other out in a positive environment. Each team member is a true owner and makes a tremendous impact every day.

Here’s what you’ll do day-to-day:

  • Work cross-functionally with our benefit operations teams to iterate and improve on process.
  • Interact with health insurance carriers to represent Gusto, advocate for our customers, and resolve complex benefit cases
  • Build lasting relationships with key stakeholders with our health insurance carrier partners
  • Research benefits regulation and articulate compliance requirements to our operations team and our product team
  • Constantly analyze, refine, and iterate on internal processes to make them simpler and more efficient
  • Be a knowledge partner! Research, document, and educate others on updates related to internal process, external policy, and best practices.
  • Be a thought partner! Work with our product team to help create a product that can deliver the best customer experience at scale.

Here's what we're looking for:

  • Great at detective work and problem-solving, with a keen eye for details
  • Extremely organized and able to improve processes
  • Learns quickly and adapts to a changing environment
  • Can communicate complex topics in a simple, digestible way
  • Approach problems with a passion for reducing operational inefficiencies and pain points
  • Excellent written and oral communication skills
  • Enjoy working collaboratively with cross-functional teams
  • Employee benefits experience is a plus
  • Project management experience (implementation and setup)