Consumer Money Team Leader

About the role:

Gusto is seeking a Money Services Manager to lead our Tier 2 team. This team plays a critical role in empowering ICs to navigate complex customer interactions with confidence, clarity, and strong ownership from intake through resolution. The ideal Leader for this role will bring deep expertise in banking, disputes, and money movement, along with a strong commitment to Continuous Improvement and AI-driven innovation. They will also be an exceptional coach and people leader who is deeply invested in developing each team member and strengthening the team's overall impact.

About the team:

This Tier 2 Money Advanced Care team sits within Gusto's Money Services Care organization and owns our most complex banking, disputes, and money movement escalations. The team of 10-12 ICs handles everything from cash account applications and banking error investigations to funds recovery and financial institution escalations, always with a focus on timely, accurate, and customer-centered outcomes. They partner closely with cross-functional teams to translate company priorities into daily execution, and they're continually building a culture of coaching, continuous improvement, and AI-driven innovation that reduces customer friction and repeat contacts.

Here’s what you’ll do day-to-day:

• Lead a Tier 2 Money Advanced Care team of 10–12, delivering high-quality support across Money Services, including banking, disputes, money movement escalations, and other advanced care work
• Oversee complex case resolution across disputes, cash account applications, banking error investigations, funds recovery, and financial institution escalations, with a focus on timely, accurate, and customer-centered outcomes
• Serve as a subject matter expert in banking and money movement operations, coaching team members to navigate nuanced cases with precision, empathy, and sound judgment
• Drive operational excellence by leading initiatives, aligning resources to business goals, and using data to improve workflows, tools, and team performance
• Build a culture of continuous development and continuous improvement through coaching, feedback, process design, and scalable solutions that reduce customer friction and repeat contacts
• Partner cross-functionally to advance high-impact improvements, translate company priorities and OKRs into team execution, and support broader business goals
• Champion adoption of AI, automation, and strong incident management practices, helping the team evolve how work gets done while elevating issues affecting Gusties and customers
• Show strong leadership through planning, decision-making, and execution, consistently operating with next-level impact in alignment with role and craft expectation