LeadHybridDenver, CO; New York, NY; San Francisco, CA
Principal Product Manager
G
Gusto
Уровень
Lead
Формат
Hybrid
О роли
Описание вакансии
About the company
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.
Teams in Denver, San Francisco, and New York.
AI is a fundamental part of how work gets done at Gusto.
About the role
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.
You'll own multiple capabilities and/or channels across voice, chat, and email, and be accountable for how well the whole parts of the system perform for customers.
This is a role for a systems thinker and hands-on builder.
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.
Own the evaluation layer for the systems you ship — define what "good" means, build the 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 that create friction, replacing them with flexible, intelligent architecture.
Requirements
Systems thinker and hands-on builder.
Ability to think from first principles, influence at the senior level, and get into details when it matters.
Experience with AI-native craft, experimentation, and rapid iteration.
Comfortable with change and ambiguity.
Conditions
Competitive base pay, benefits, and equity (RSUs).
Hybrid work in Denver, New York, or San Francisco.