I am the chief operating officer of Gusto, where I lead the company’s business teams, including Marketing, Sales, Customer Experience, and Business Operations. Before joining Gusto, I worked at Google, most recently as the vice president of global programmatic sales and strategy. Prior to Google, I led a variety of small business marketing, acquisition and operations efforts at American Express.
If you’re curious on how we scale our operations at Gusto, check out this playbook I built on Coda with our “GusTools” for
executing, and wrapping up
See this video of the CEO of Gusto (Joshua Reeves) and I discuss how we put our customers first at Gusto:
1. My Best Days
Seeing people do things they didn’t think they could or doing better than they had before to make something awesome happen
Being on and creating teams “in flow”
Debating long term strategic choices to dominate in something with good data and knowledgeable people
Feeling connected personally to folks inside work and outside work
Making progress on vital few major needle movers that have big impact
Being around and meeting people that are smart, generous, kind, and teach me something
Feeling integrated at work and outside of work (w/ corb and girls, with friends and fam, with civic interests, with health)
Revisiting decisions for no real cause other than being non-compliant with goal of “disagree and commit”
Unstructured communications: Meetings with no agenda, purpose, time limits, notes/follow-ups, (and links that don’t exist or don’t work); focusing in group meetings on process and not content
Being asked for a decision without folks’ recommendations and pros/cons
Passive bugs me more than aggressive … would prefer people to be a little “mean and honest” than “nice and dishonest”, but generally speaking value radical candor (challenge direct and with care) most
When I miscommunicate or or do not steward something as well as I expect myself to do, especially if it creates unnecessary thrash on others.
When people say they are doing things for you (vs. for the company)
3. Suggestions for how to get the best from me
Be brief, bold, backed …
Let’s agree on blueprint strategy
for your area for next 3 years, 18 months, 1 year, 6 months and work a plan in the right order … use me to design the 3 year, 18 mth, 1 year, 6 mth versions .. then you drive that forward and use me support in down moments, to avoid or tackle obstacles.
Be direct …
I think of myself as a “people” person, but sometimes I am curt and quick in a way that can be off-putting … reminding me “hey - can we just talk, no laptops” … “hey, can we be in white space - not doing” … or “hey, I feel ++++ because you did +++++++ … can we spend time talking through that” will slow me down.
Ask for feedback directly …
in 1-1s, if you wonder where you stand and I haven’t shared … say “feedback section” X meeting, Y situation,
Give me feedback directly …
just give me a heads up so I can be in that hot space
Call my BS -
when I don’t practice what I preach on leadership, call me out. Real bummer if my say/do ratio is off.
Read / watch anything and everything Anne Morris and Francis Frei put into the world -