CX People Partner Lead

Join Gusto as a CX People Partner Lead, where you'll support our Customer Experience organization and work closely with senior leaders. This senior partnership role includes team management and requires a strong operator mindset, a bias toward action, and the ability to thrive in ambiguity. You'll build trusted partnerships, lead difficult conversations, synthesize people data, and support core talent programs.

• Establish trusted partnerships with CX VPs and the CX Leadership Team, driving decisions on talent strategy, workforce planning, and org design.
• Lead difficult conversations with senior leaders regarding their effectiveness, performance decisions on high-profile talent, and significant organizational changes.
• Directly empower and develop a team of People Partners, ensuring the delivery of coaching at scale and execution of People programs across frontline CX teams.
• Sound judgment that accounts for Gusto, not just CX. You make People decisions that hold up beyond your client group — ones your COE partners can build for and that don't create one-off exceptions that ripple across the company. You proactively build COE relationships because you know that's what makes the model work
• 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. Background at high-growth SaaS companies — ideally founder-led or recently public — supporting CS, CX, or customer-facing orgs preferred
• Demonstrated ability to operate at every altitude — a frontline escalation at 9am and an org design conversation at 3pm, with equal confidence in both. You've built enough credibility through execution that senior leaders pull you in; you're trusted enough to push back, and reliable enough to be handed the execution afterward
• 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
• Strong operator mindset. You've executed complex People work end-to-end — not just advised on it. You know what a well-run reorg or high-stakes talent decision looks like from the inside
• A track record of owning programs end-to-end — not just designing them. You've run a performance cycle, a reduction, or a leadership change from kickoff to close, and you know what it takes to get all the way to done
• A strong bias toward action and a high speed of execution. You'd rather move and adjust than wait for the perfect answer — and when you decide to move, you move quickly
• A builder's instinct. You don't wait for the perfect framework before shipping a good one. When you hit a repetitive or data-heavy task, your first move is to ask "can we build something to handle this?" — and then you go do it. You ship lightweight, scalable processes and playbooks, and you do it fast
• Ability to thrive in ambiguity, hold a lot of detail, and stay organized across a large and dynamic org
• You build credibility through follow-through. Leaders trust you because you do what you say you'll do
• 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
• Comfortable working with People data — attrition, engagement, ER trends, workforce analytics — and translating it into a clear story for a CX VP without over-engineering it