Posted 1 weeks ago

People Partner Lead, CX

Scottsdale, United StatesHybrid

Responsibilities

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.
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.
Build lightweight, scalable People processes, operating mechanisms, and repeatable playbooks — reaching for AI when the work is repetitive or data-heavy rather than waiting for a perfect framework before shipping a good one.
Support and operationalize core talent programs including performance cycles, calibration discussions, promotion processes, and senior leader enablement.
A track record of owning programs end-to-end — not just designing them.

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
You identify as someone who gets things done, and your ability to work alongside senior leaders is a byproduct of that credibility — not the other way around.
Demonstrated ability to operate at every altitude — a frontline escalation at 9am and an org design conversation at 3pm, with equal confidence in both.
Prior people management experience required.
Demonstrated ability to develop and coach a team of PPs while maintaining your own senior client relationships — sets a high bar, gives direct feedback, and keeps ownership with the team.
Ability to thrive in ambiguity, hold a lot of detail, and stay organized across a large and dynamic org.
You proactively build COE relationships because you know that's what makes the model work. AI-forward mindset.
You actively use AI to work better — surfacing insights faster, reducing administrative drag, improving how you communicate at scale.
You're curious about what AI can do for People work and you experiment rather than wait.

10+ years of HRBP or People Partner experience, with meaningful time supporting large operational or customer-facing organizations — Customer Experience, contact centers, non-exempt or hourly workforces, or similar.

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.
Our cash compensation amount for this role is between $158,300 - $195,237/year in Denver and between $185,955 - $229,345/year for New York/San Francisco.

At Gusto, we're on a mission to grow the small business economy.
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.
Offer amounts are determined by role, level, and location.
Learn more about our Total Rewards philosophy .
requirements vary by role and will be assessed during the interview process. About the Role:
We're looking for a senior People Business Partner to support our Customer
This role reports into Gusto's Head of People and serves as an embedded, execution-oriented partner to the CX Leadership Team — someone who advises and then stays in the room until the work is done.
This is a senior partnership role with a team management component.
You'll spend most of your time working directly with CX Senior Leaders — the leaders who run one of our largest, most operationally complex functions — on org design, workforce strategy, and the harder talent conversations that only land when there's real trust.
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.