Payment Operations Analyst

About Gusto

Gusto supports more than 500,000 small businesses with payroll, health insurance, 401(k)s, and HR services.

About the Role

The Payment Operations Analyst joins the Money team, a cross-functional group spanning Engineering, Product, and Operations. The team supports core payroll, contractor payments, international money movement, and offerings such as PEO.

Own specific end-to-end payment workflows, resolve exceptions, and improve operational reliability and efficiency. Collaborate with Engineering, Product, Accounting, Risk, and CX, and maintain day-to-day relationships with bank and payment partners.

Responsibilities

• Own payment workflows including ACH processing, exception handling, refunds, collection re-debits, and reconciliation.
• Investigate issues, escalate when necessary, drive resolution, and identify patterns and root causes.
• Contribute to product specifications, surface operational pain points, define requirements, and participate in launches.
• Analyze customer and CX feedback to identify payment friction and inform operational and product priorities.
• Consider dependencies across payment rails, partners, reconciliation, compliance, and customer experience.
• Work with domestic and international bank and payment partners to triage issues, resolve escalations, and maintain strong relationships.
• Use AI to accelerate analysis, draft communications, synthesize data, and automate repetitive work.

Qualifications

• At least 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 such as ACH/Nacha, wires, and RTP, and/or international money movement such as cross-border transfers, FX, and global disbursement networks. Experience across both is a strong plus.
• Strong analytical instincts and ability to query or structure data to identify patterns. SQL is a plus, not required.
• Experience with bank portals, payment processors, or reconciliation tools.
• Clear communication with operational and technical counterparts, including concise messages to engineers and professional escalations to bank partners.
• Comfort with ambiguity and taking ownership without perfect information.
• Willingness to incorporate AI into daily work and develop fluency. AI experience requirements are assessed during interviews.
• Knowledge of Nacha operating rules, unclaimed property, and money transmission compliance is a strong plus.

Location and Work Expectations

• San Francisco, CA: hybrid.
• Seattle, WA: remote.
• Employees based near Gusto offices in Denver, San Francisco, and New York are expected to attend on designated days approximately 2–3 days per week, or more depending on the role. San Francisco expectations also cover the San Jose metro area.
• Approved non-office work requires a secure, reliable, and consistent internet connection.
• Regular, predictable attendance and timely responsiveness are expected across office, hybrid, and remote arrangements.

Compensation and Benefits

• Denver and most remote locations: $78,000–$97,000 per year.
• San Francisco, Seattle, and New York: $97,000–$121,000 per year.
• Final offers depend on experience, expertise, and other factors and may vary from these ranges.
• Posting metadata also lists Start of Entry: 82,610; Midpoint: 95,000; Max of Mature: 107,393; and Variable Pay Target: 0.
• All full-time employees receive competitive base pay, benefits, and equity through RSUs.

Application Notes

Gusto uses titles to describe craft and scope of ownership rather than traditional rank. Recruiters can clarify how the role compares with other titles or levels. Candidates may request medical or religious accommodations during the application process.