Head of Product Operations
About The Position
The Head of Product Operations at Gusto is a visionary, customer-obsessed leader who drives operational excellence at the intersection of R&D (Product, Engineering, Design, Data Science) and Customer Support and Operations. As Gusto navigates two simultaneous transformations — embedding AI into our customer and agent experiences, and reimagining our own talent model for an AI-first world — the Head of Product Operations will lead with purpose, clarity, and curiosity. You will play a critical part in guiding Gusto’s evolution, including how we design, build, and deliver AI powered products and services to customers, while also re-imagining the human-led service experiences, roles, and responsibilities. Additionally, you will elevate the craft and impact of our Product Operations Managers (POMs) team.
Requirements
- 10+ years of experience in product operations, program management, or related functions, including 5+ years leading teams.
- Proven success leading large-scale, cross-functional initiatives in high-growth or transformation environments.
- Demonstrated experience shipping AI-infused services (e.g., conversational self-service, agent assist) with measurable impact.
- Experience shaping product, service, and operational experiences that blend human, software, and AI capabilities.
- Exceptional communicator and relationship builder, with the ability to influence at all levels of the organization.
- Deep empathy for both customers and internal teams, with a bias for action, continuous learning, and customer-driven decision-making.
- Passion for developing people and evolving organizational capabilities in an AI-first world.
Responsibilities
- Partner, align, and influence. Serve as a strategic and operational partner to R&D and CX leadership, aligning product and service strategies to deliver exceptional customer and agent experiences. Foster a culture of collaboration, accountability, and continuous improvement within Product Operations and across partner teams.
- Codify AI-era methods. Shape the next generation of human service roles in an AI-first world, redefining how Gusties and AI work together to deliver better outcomes for customers. Champion AI-driven ways of working across the product and service ecosystem, fostering AI fluency, experimentation, and responsible adoption. Act as a thought leader in building Gusto’s internal AI Operations capabilities.
- Coach and lead. Lead, coach, and develop the Product Operations Managers team, building their skills, autonomy, and influence across Gusto’s evolving product and service landscape. Own and execute a product operations roadmap that scales service design, operational efficiency, and cross-functional impact.
- Customer first. Obsess over customer experiences and outcomes by bringing together data, insights, feedback, and storytelling to advocate for customer needs and inform product and service decisions.
- Implement and optimize human + AI systems. Partner closely with R&D (including Service Design) to integrate software, people, and processes into cohesive, end-to-end systems that improve customer experience, operational efficiency, and speed of learning.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
