Product Manager, Unified Service Platform

Gusto•San Francisco, NY

7d•Hybrid

About The Position

At Gusto, we're building a world where every customer need is understood, matched with the right expertise, and driven to the right resolution, by the right person or AI, at the right time. Making that real requires a sophisticated "System of Intelligence" that understands customer intent, judges problem complexity, decides whether AI or a human should take it, and retrieves exactly the right knowledge and data to answer. As Principal Product Manager for the AI-First Service Platform, you'll own core capabilities of the intelligence layer and surface area experience behind Gusto's customer-facing AI help/service — the models and infrastructure that determine what a customer needs, whether AI or a human should resolve it, what context travels with every handoff, and what knowledge the system draws on to answer. You'll own multiple capabilities and/or channels across voice, chat, and email, and you'll be accountable for how well the whole parts of the system actually perform for customers, not just what ships. This is a role for a systems thinker and hands-on builder. You'll tear down what's overly complex, design simple and durable architecture in its place, experiment and iterate rapidly and create the conditions where operational efficiency and great customer experience reinforce each other — not trade off against each other. We're looking for someone who can think from first principles, influence at the senior level, and still get into the details when it matters.

Requirements

A systems thinker with 8+ years of product management experience building complex, data-intensive platforms — ideally in customer service, CRM, or enterprise SaaS environments where routing, orchestration, or workflow automation were core to the product
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 — equally comfortable whiteboarding architecture with engineers, influencing senior stakeholders, and diving into the data to pressure-test assumptions
Strong cross-functional instincts and a demonstrated ability to align Sales, Service, and Engineering teams around a shared product vision, even in the face of competing priorities and organizational complexity
A bias toward simplicity — someone who defaults to first principles when solving hard problems, knows when to tear down legacy systems rather than patch them, and measures success by how much friction they remove for customers and teammates alike

Responsibilities

Own core capabilities of Gusto's AI service intelligence layer (e.g. intent understanding, escalation and handoff decisions, context ingestion, or knowledge and retrieval) across voice, chat, and/or email
Build and refine the models and frameworks that decode what customers need and determine whether AI or a human is the right path to resolution, partnering with engineering and data science to continuously improve accuracy and eliminate context loss across handoffs
Own the evaluation layer for the systems you ship — define what "good" means, build the evals and monitoring that prove it in production, and close the loop between what the model does and what the customer actually experiences.
Experiment, learn, iterate, and ship impactful solutions rapidly.
Identify and dismantle legacy systems and hard-coded workflows that create friction, replacing them with flexible, intelligent architecture that scales with Gusto's growth
Collaborate with GTM and Service teams so the system reflects real operational needs, translating frontline insights into prioritized product decisions
Define and track the metrics that matter — solve rate, satisfaction, escalation accuracy, handle time, and customer effort — using data to diagnose breakdowns in the customer journey and drive continuous improvement