Principal Product Manager, Unified Service Platform

Gusto is on a mission to grow the small business economy, handling payroll, health insurance, 401(k)s, and HR for over 500,000 small businesses nationwide. With teams in Denver, San Francisco, and New York, Gusto is building a workplace that reflects the people it serves. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

As Principal Product Manager for the AI-First Service Platform, you will own core capabilities of the intelligence layer and surface area experience behind Gusto's customer-facing AI help/service. You will own multiple capabilities and/or channels across voice, chat, and email, and be accountable for how well the whole system performs for customers.

• Own core capabilities of Gusto's AI service intelligence layer (e.g., intent understanding, escalation and handoff decisions, context ingestion, knowledge and retrieval) across voice, chat, and/or email.
• Build and refine models and frameworks that decode customer needs and determine whether AI or a human is the right path to resolution, partnering with engineering and data science.
• Own the evaluation layer for the systems you ship—define what 'good' means, build evals and monitoring that prove it in production.
• Experiment, learn, iterate, and ship impactful solutions rapidly.
• Identify and dismantle legacy systems and hard-coded workflows, replacing them with flexible, intelligent architecture.
• Collaborate with GTM and Service teams to reflect real operational needs.
• Define and track metrics that matter—solve rate, satisfaction, escalation accuracy, handle time, and customer effort.

• A systems thinker with 8+ years of product management experience building complex, data-intensive platforms—ideally in customer service, CRM, or enterprise SaaS environments.
• Deep familiarity with AI/ML concepts—particularly intent classification, NLP, and agentic systems—with a track record of translating model capabilities into tangible product outcomes at scale.
• A hands-on builder who can move fluidly between strategy and execution.
• Strong cross-functional instincts and a demonstrated ability to align Sales, Service, and Engineering teams.
• A bias toward simplicity and first principles.

Cash compensation is $179,000 to $220,000 per year in Denver & most major metro locations, and $210,000 to $260,000 per year for San Francisco, Seattle & New York. Final offers are determined by multiple factors. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

This role is hybrid in Denver, New York, or San Francisco. Employees based in those locations are expected to work from the office on designated days approximately 2-3 days per week.

Apply through the provided link.