Here’s what we're looking for:

• AI fluency required: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; designing or implementing AI/ML-powered forecasting, automation, or analytics workflows. Gusto is an AI-forward company and active AI use is expected daily.
• Strong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership; demonstrated analytical skills in volume forecasting, employee workloads, and staffing optimization.
• Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels.
• Familiarity with COPC, ICMI, and/or SWPP standards is a plus.
• Bachelor's degree or equivalent experience
• 7+ years in a capacity planning and forecasting role
• Demonstrated ability to lead cross-functional initiatives and influence planning and operations practices across teams
• Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling)
• Proficiency in data modeling, statistical analysis, and data visualization
• Experience in a high-volume, fast-paced contact center environment
• Experience with BPOs
• Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices

The cash compensation range for this role is $105,000/yearly to $129,00/yearly in Denver and Las Vegas, and most remote locations, and $98,775/yearly to $121,000/yearly in Phoenix. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.