About the Role:
The Re-enablement & Recovery Manager is responsible for helping build a recovery framework for our Gusto products ensuring that customer retention is achieved while recouping funds. This individual will lead our Recovery team and help scale our processes for the future. They will be the strategic goto person for the team, putting the team on a trajectory for excellence as Gusto continues to scale, enabling us to deliver a world class customer experience.
About the Team:
The Payments and Risk team at Gusto ensures that our 300,000+ small and medium businesses and millions of their employees are getting paid on time, every time in a safe manner. You will be our Re-enablement & Recovery Manager and will position the team to scale by developing recovery/collections focused systems, processes and policies that are foundational to our payroll solutions. You will work closely with a team of Engineers and Designers, to build the roadmap, set strategic priorities, and ensure the successful implementation of our global risk stack.
Here’s what you’ll do day-to-day:
- Ownership: Act as the knowledge owner for processes and analytics for the Re-enablement & Recovery team. Identify existing and emerging risks and what opportunities we have to mitigate those risks, ensuring that the customer experience is at the forefront.
- Lead: Empower 4 recovery specialists to do their best work, scaling the team with the focus of retention through recovery
- Collaborate: Work with engineering, product, other cross-functional teams and external stakeholders to drive action and development on a regular cadence to improve internal and external user experiences.
- Innovate: Align with the product team on the go-to-market roadmap for new features and work with the Operations team to ensure that the Re-enablement & Recovery Solutions team is prepared to deliver an excellent customer experience for upcoming product and feature launches
- Monitor and Cure Exposures: Highlight important themes in Risk systems for collections. Scope and drive continual enhancements to our processes to identify and mitigate movement from exposure to severe delinquency
- Data-Driven: Work with SQL and Excel / Google Sheets to monitor success of tools and solutions. Pull data, via self-service dashboards and SQL queries, to
- Drive Strategy and Change Management: Drive quarterly planning for the team, using all data and tools available to drive upstream solutions in the product and reduce operational and customer pain points resulting in increased scalability.
Here’s what we're looking for:
- Experience: 7-10 years of experience in Banking and/or Fintech fields with at least 3 years of experience in a supervisory/leadership role & 3 years of experience in a recovery, retention, and/or collections position.
- Strategy: Ability to think strategically, identify areas of opportunity and influence change across the team
- Data-Focused: Have analytically managed collections with a view to retain customers. Demonstrated experience using data (through SQL, Excel or other data program) to create and/or improve recovery flows and improve the customer experience. Innovative and creative skills to pull and derive insights from data, collect and interpret feedback to solve problems and monitor solution results
- Thought Process: An insatiable appetite for operational excellence, knack for creative thinking, project and product management, ability to spot unusual patterns, and sharp attention to detail
- Project/Product/Strategic Manager: Proven project management and process improvement skills, with demonstrated experience delivering on a deadline. Excellent time management skills and curiosity in product design. Strategic work across credit and collections policies
- Values: Driven by a strong moral compass, is objective yet compassionate and does the right thing every time
- Communication: Demonstrated cross functional communication and influence with product managers, engineers and other technical teams, and/or customers
- Attitude: Goal-oriented, positive, and proactive. Comfortable in a fast-paced, and results-oriented work environment. Willingness to lead by example, own operational and strategic responsibilities
Our cash compensation amount for this role is $121,000/year to $144,000/year in Denver. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
