CX Tools Administration Lead at Gusto

This leadership role is designed for a seasoned program manager with 7-10+ years of experience in contact center operations and workforce management. The ideal candidate has a deep technical background in "Customer Interaction Platforms" (CIP) and quality programs, specifically using tools like Salesforce and Qualtrics to improve agent performance and customer sentiment. The position offers a strong compensation package reaching up to $149k for major metros, plus the benefits of Gusto’s "Total Rewards" philosophy. While this is an on-site hybrid role (2-3 days per week), it offers significant geographic flexibility with office hubs in Denver, San Francisco, New York, Las Vegas, Chicago, and Phoenix. You will act as a strategic bridge between high-level CX leadership and technical implementation teams. **You might be a good fit if you...** * Have 7+ years of experience managing complex contact center tools and routing strategies. * Are an expert in Agile/Scrum methodologies and can lead sprint ceremonies for technical teams. * Have hands-on experience with Salesforce administration and Qualtrics survey architecture. * Enjoy using data trends to identify bottlenecks in the customer journey and agent workflows.