Agentic Operations Architect

About the company

• Gusto is on a mission to grow the small business economy, handling payroll, health insurance, 401(k)s, and HR for more than 500,000 small businesses nationwide.
• Teams in Denver, San Francisco, and New York.

About the role

• As an Agentic Operations Architect, you will own the reusable capabilities that make agentic service workflows possible: the patterns, primitives, standards, and tooling that other builders across the org use to automate discrete customer problems.

Responsibilities

• Design the reusable patterns for agentic service workflows, orchestration, HITL protocols, override and escalation logic, and quality safeguards.
• Set the standards builders work to, concrete enough to apply without you in the room.
• Prototype workflows selectively to validate a pattern, expose a gap, or unblock a hard problem.
• Influence Product on what to build next, turning what's slowing builders down into specific, prioritized asks.
• Rank automation opportunities by volume, risk, and customer impact.
• Work with Data to define how workflow performance gets measured.
• Bring what's at stake for customers into Legal, Security, Compliance, and platform reviews.

Requirements

• 8+ years in operations, product, or AI roles, with at least 2 years designing and deploying AI-assisted or agentic workflows in production.
• Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations, including multi-agent coordination.
• Strong fluency with LLM systems: prompt design, evaluation, and how models behave at scale.
• Experience designing human-in-the-loop systems with clear escalation logic, override controls, and compliance-aware checkpoints.
• Ability to define and diagnose workflow metrics.
• Familiarity with Responsible AI practices, governance, and risk management in production.
• Strongly preferred: RAG architectures and retrieval quality optimization; SaaS, fintech, or regulated environments; AI governance or safety-oriented review processes.

Conditions

• Hybrid role; physical offices in Denver, San Francisco, and New York City; expected to work from the office approximately 2-3 days per week.
• Cash compensation: $168,420/yr to $210,525/yr in Denver & most major metro locations; $197,895/yr to $247,369/yr for San Francisco & New York.