Platform Operations Analyst

About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy. AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. About the Role: This is a hands-on operations role focused on running and sharpening the day to day operation. You will own the day-to-day execution of reconciliation and loss detection, resolve the issues that surface across both, and, just as importantly, make the work better every quarter by improving the process and automating the manual parts. You won't just run the machine; you'll use AI and data tooling to reshape how the machine runs. Over time you'll build an end-to-end understanding of how money flows through the Gusto product, from a transaction all the way to the financials. If you want a seat where operational excellence, a builder's instinct for process, and genuine curiosity about how money moves all matter, this is it. About the Team: Payments are at the core of Gusto's business, and the Platform Operations team is the foundation of financial trust behind them. We safeguard customer funds and keep financial operations accurate, transparent, and scalable, sitting as the connective tissue between Engineering and Accounting/Finance. That means reconciling money movement, detecting and investigating losses, resolving exceptions as they come up, and continuously improving the processes and tooling that let us do all of it at scale. Here’s what you’ll do day-to-day: Own reconciliation execution and exceptions research across customer cash and money movement, validating the accuracy of Gusto's financial data with internal and external partners. Monitor transactions to detect discrepancies, anomalies, and potential losses; investigate promptly and drive issues to resolution. Identify, escalate, track, and close individual payment related issues across reconciliation and loss domains, pulling in the right cross functional partners (Engineering, Accounting, Payments) to get each one resolved. Contribute to the accuracy and timeliness of financial close and reporting for the areas you own. Tighten the controls on the processes you own, whether manual or automated, and recommend enhancements that reduce risk and manual effort. Partner with Engineering to trace recurring breaks and losses to their source and resolve the underlying product or system gaps, rather than absorbing them downstream. Strengthen documentation so processes are durable, repeatable, and not person dependent. Use AI to automate manual, repetitive workflows, chaining multiple steps to move from raw data to finished output and measurably reduce the time your work takes. Share what you build so teammates can replicate it, raising the whole team's efficiency, not just your own. Spot the most manual, repetitive, and high volume work in your domain and prioritize it for automation, going after the biggest reductions in effort first. Here’s what we're looking for: Bachelor's degree in Finance, Accounting, Business, or a related analytical field. 3-4 years in an operations, analyst, or similar role with a track record of high-quality, detail-heavy execution and strong ownership. Experience in payments, banking, fintech, or financial services / accounting operations. Familiarity with reconciliation, cash management, ACH/NACHA rules, or card networks. Exposure to regulatory or compliance requirements (e.g., MTL) relevant to a payments environment. Demonstrated use of AI to automate real, manual workflows, with specific examples of what you built, what it replaced, and the impact. You reach for AI to go from raw data to finished output, not just to draft an email. Strong analytical and data skills: proficient in spreadsheets, and either working in SQL today or a clear aptitude and eagerness to learn it quickly. Genuine curiosity about how money and financial systems connect. You want to understand the financial impact of your work and how the product behaves end to end. A process improvement instinct: you get uncomfortable running the same manual process twice and instinctively look for the fix. Strong written and verbal communication, with the ability to own outcomes with minimal oversight, know when to escalate, and work cross functionally with technical and finance partners alike. Comfort operating independently in a fast paced, ambiguous environment, confident standing up or reshaping a process rather than waiting for one to exist. Our cash compensation range for this role is $82,610/yr to $99,132/yr in New York. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the 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. Gusto takes security and protection of your personal information very seriously. 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