Sales Operations Analyst

About this role

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 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 your chance to shape the foundation of a fast-growing, high-impact part of Gusto's business as a Senior Sales Operations Analyst supporting our Expansion Sales organization. You'll build the insights and AI-powered solutions that make a large, multi-team sales organization more productive — spanning our Platform Sales, Expansion AM, and New Expansion Advisor teams. You'll sit at the intersection of data, process, and execution; you'll turn real sales challenges into the tools, reports, automations, and workflows that move the numbers.

You'll help grow revenue from Gusto's existing customer base through upsells and cross-sells. If you thrive where analytics, problem-solving, and supporting others meet, this role offers ownership, visibility, and the chance to influence how Gusto expands its relationship with the small businesses it already serves.

About the Team

The Expansion Sales Operations team partners closely with sales leadership to support three dynamic, fast-moving sales teams that contribute meaningfully to Gusto's growth. We think of ourselves as builders, problem solvers, and strategic partners; we turn uncertainty into clarity and fragmented processes into scalable, repeatable systems.

Our work spans pacing and pipeline forecasting, quotas, trigger and backlog management, process design, data integrity, account and territory administration, rules of engagement, and increasingly, AI-driven optimization. We value curiosity, open communication, and a commitment to helping our reps operate efficiently and confidently across a multi-product, multi-team motion.

Here's what you'll do day-to-day

Analytics, Reporting & Forecasting

• Build, automate, and maintain reports and dashboards that track pacing, funnel metrics, trigger and backlog health, SLAs, and rep productivity; keep definitions consistent and documentation clear.

• Own the weekly forecast, CFQ closed-won ARR pacing, and probability-weighted pipeline forecast, feeding the Weekly Business Review (WBR) and Weekly Forecast Review (WFR) cadence for sales and executive leadership.

• Partner with Finance and Analytics to produce operational reporting and revenue insights across dials, connects, lead passes, self-generated opportunities, and book coverage.

• Own metric definitions and data accuracy so leaders trust the numbers they act on.

Drive AI Strategy for Sales

• Identify and prototype AI and automation tools, such as process automation, analytics copilots, and call coaching, that remove manual friction from the sales process.

• Partner with Sales, BizTech, Product, and Enablement to embed AI into daily sales workflows, improving both efficiency and effectiveness.

• Source and lead net-new AI and automation projects, connecting data insights to process improvements that lift rep productivity.

Process Design & Continuous Improvement

• Examine workflows and rep performance to identify bottlenecks; recommend and implement process and automation changes that improve conversion, efficiency, and the rep experience.

• Evaluate Rules of Engagement (ROE) requests and comp exception asks, applying clear rules and precedent to produce fair, consistent, and binding rulings.

• Partner with Sales Enablement to document processes, build playbooks, and drive adoption of new tools and workflows.

Operational Support & Problem-Solving

• Provide day-to-day support to Expansion Sales leadership and reps: ad hoc data requests, process issues, and one-off investigations.

• Own account and territory administration as the business evolves: assignment and coverage upkeep, book reassignments for leave and departures, large-scale account rerouting, and segment reclassification, supported by lead-routing and round-robin (ChiliPiper) automation.

• Support onboarding and offboarding for new hires and departing reps, including roster updates, router mapping, and leave-of-absence (LOA) processing.

• Troubleshoot reporting issues, broken workflows, missing CRM data, and gaps in pipeline visibility with fast, accurate fixes — including closed-won opportunities that didn't sync and ARR discrepancies.

Cross-F

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