Payment Operations Analyst

Summary

Gusto provides payroll, health insurance, 401(k), and HR solutions to small businesses. The Payment Operations Analyst will own end-to-end payment workflows, investigate and resolve exceptions, improve payment systems, and coordinate with Product, Engineering, Accounting, Risk, CX, and external payment partners.

Responsibilities

• Own the operational layer of specific payment workflows — ACH processing, exception handling, refunds, collection re-debits, reconciliation. When something is off, you investigate, escalate where needed, and see it through to resolution. And when you see a pattern, you push to fix the root cause
• Payment Operations doesn't just react — we shape how the systems work. You'll contribute to product specs, surface operational pain points, help define requirements, and participate in launches. You're a partner in building, not just a consumer of what gets shipped
• Customer and CX feedback is signal. You actively mine it to identify friction in payment flows, prioritize what matters, and bring those insights into the operational and product conversations where decisions get made
• Connect the dots across rails, partners, reconciliation, compliance, and customer experience. When an issue surfaces, you understand how it ripples — and you bring that perspective to cross-functional conversations
• Work directly with Gusto's bank and payment partners — domestic and international — to triage issues, resolve escalations, and maintain strong working relationships. You know how to be firm and collaborative at the same time, and you don't let things sit
• You use AI as a genuine work partner — to move faster on analysis, draft communications, synthesize data, and automate the repetitive. You're always looking for the smarter way to get to the answer

Skills

• 3+ years of experience in payment operations, banking operations, treasury operations, or a related role at a fintech or financial institution
• Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or international money movement (cross-border transfers, FX, global disbursement networks)
• Strong analytical instincts — you look for the pattern behind the problem and can query or structure data to find it
• SQL a plus but not required
• Experience working with bank portals, payment processors, or reconciliation tools
• Ability to communicate clearly with both operational and technical counterparts; you can write a crisp Slack to an engineer and a professional escalation to a bank partner
• Comfortable working in ambiguity and taking ownership without waiting for perfect information
• Eager to build AI into how you work — whether you're already using it daily or just getting started, you see it as a genuine productivity lever and are committed to developing that fluency
• Experience across both is a strong plus
• Knowledge of relevant compliance frameworks (Nacha operating rules, unclaimed property, money transmission) is a strong plus

Qualifications

Must Haves

• 3+ years of experience in payment operations, banking operations, treasury operations, or a related role at a fintech or financial institution
• Working knowledge of domestic payment rails (ACH/Nacha, wires, RTP) and/or international money movement (cross-border transfers, FX, global disbursement networks)
• Strong analytical instincts — you look for the pattern behind the problem and can query or structure data to find it
• SQL a plus but not required
• Experience working with bank portals, payment processors, or reconciliation tools
• Ability to communicate clearly with both operational and technical counterparts; you can write a crisp Slack to an engineer and a professional escalation to a bank partner
• Comfortable working in ambiguity and taking ownership without waiting for perfect information
• Eager to build AI into how you work — whether you're already using it daily or just getting started, you see it as a genuine productivity lever and are committed to developing that fluency

Nice to Haves

• experience across both is a strong plus
• Knowledge of relevant compliance frameworks (Nacha operating rules, unclaimed property, money transmission) is a strong plus

Benefits

• All full-time employees receive benefits and equity (RSUs).
• Employees who are based in Gusto's Denver, San Francisco, and New York City office locations are expected to work from the office on designated days approximately 2-3 days per week.
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.