Senior Product Manager - Unified Service Platform

Working Nomads; Canada; Hybrid; CAD 152,000 - 230,000; Full time

Job summary

A leading technology company is seeking a Senior Product Manager to lead the product strategy for AI-driven customer support solutions. The successful candidate will own the product lifecycle, improve customer satisfaction, and collaborate with cross-functional teams. Ideal applicants will have 5+ years of product management experience and a proven record of enhancing customer experiences. The role offers competitive compensation and opportunities for remote work across Canada.

Qualifications

• 5+ years of product management experience in fast-growing companies.
• Proven track record of improving customer experience and impacting revenue.
• Strong commitment to understanding customer needs.

Responsibilities

• Translate customer needs into product strategy and manage product lifecycle.
• Lead initiatives to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to implement AI tools.

Skills

Product management experience

Customer experience improvement

Analytical skills

Collaboration

Strategic decision making

Job description

2,700+ employees in the United States, Canada, Mexico, and Turkiye and growing

Over $500M in annual revenue

The SMB market is large (and growing!) with huge opportunities for Gusto to make an incredible impact for SMBs

There are 6.2M employers in the US, 98% have fewer than 100 employees (1)

550,000 new businesses are created each year in the US (1)

What Product Management is like at Gusto:

We’re looking for high-autonomy, entrepreneurial Product Managers to come build high-impact solutions for small businesses and their employees. We believe in high-ownership Product Managers who operate like business owners - owning an entire roadmap end to end and shipping product all the way from strategy through to the nitty gritty details (some describe this kind of role as a “GM” type role).

Our Product team is lean, which means you’ll have a high degree of impact and ownership.

We’re here to serve small and medium businesses. Gusto has a strong mission-driven culture, and we care deeply about lifting up these business owners.

About the Role:

Join our Unified Service Platform team as a Senior Product Manager and lead the strategy and execution for AI-driven experiences that make customer support faster, more personalized, and more scalable. You’ll define the product vision and roadmap for solutions spanning smart self-service, agent tooling, routing and escalation, and AI-enabled insights — balancing short-term impact with long-term platform health. Working closely with design, engineering, data science, and CX, you’ll translate customer and business needs into clear requirements, prioritize ruthlessly, and drive end-to-end delivery from discovery through launch and iteration.

You’ll own the metrics and experiments that demonstrate value — reducing resolution time, increasing containment, improving satisfaction, and lowering support cost — and use qualitative and quantitative signals to continuously refine the product. As AI becomes central to the experience, you’ll partner on model design, guardrails, and responsible usage to ensure transparency, fairness, and privacy. You’ll also influence stakeholders across the org, mentor other PMs, and build cross-functional alignment to scale solutions that empower small businesses and support teams alike.

This role is a chance to shape a growing product area at the intersection of AI and customer experience, making a measurable difference in how millions of small businesses get the help they need.

About the Team:

Gusto equips small businesses with essential tools—Payroll, Benefits, Time Tracking, and Financial Products—backed by our Unified Service Platform (USP) team, who ensure customers get maximum value.

The USP team powers Gusto’s ability to scale while maintaining top-tier customer satisfaction. We collaborate cross-functionally to build loyalty and earn customer trust.

Join us to elevate our support and service experience, empowering teams to deliver seamless, efficient, and transformative customer experiences that go beyond expectations.

Here’s what you’ll do day-to-day:

• Ownership: Translate customer needs and market insights into a robust product strategy for differentiated services (eg priority support). Manage the entire product lifecycle, from initial concept and development to launch and continuous refinement. Drive revenue growth and improve customer engagement through strategic optimization of service offerings.
• North Star: Lead initiatives to enhance customer satisfaction and loyalty, balancing efficiency and scalability through innovative tools and AI integration.
• Collaborate: Work closely with design, engineering, data, and operations teams to develop and implement AI/ML-powered tools that improve customer experience, efficiency, reduce response times, and enhance customer satisfaction.
• Drive Decisions: Employ a customer-centric approach, leveraging strong analytical skills and data-driven insights to inform product decisions. Design and execute A/B tests to optimize product features and enhance the customer experience.

Here’s what we're looking for:

• Experience: 5+ years of product management experience or adjacent roles, particularly in fast-growing companies, with a proven track record of improving customer experience (CX) and directly impacting revenue.
• Customer-First Approach: Strong commitment to understanding customer needs and delivering solutions that increase satisfaction and revenue.
• Strategic Decision-Making: Adept at balancing long-term objectives with immediate successes and making informed, tough decisions that leverage both data and judgment, while inspiring and motivating teams.
• Bias for action: You combine empathy with strong organizational skills, executing projects effectively and always seeking to learn and apply first principles thinking.
• Communication and Collaboration: Proven ability to work effectively with cross-functional teams, with an ability to build trust, foster collaboration and influence without authority to achieve shared goals.

If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

Our cash compensation amount for this role is $152,000/yr to $190,000/yr in Denver, and $184,000/yr to $230,000/yr for San Francisco, Seattle & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise, and may vary from the amounts listed above.

Where do PMs at Gusto work? We have offices in Denver, San Francisco, and New York and have remote team members across the US and Canada. We are also actively hiring for the following Hubs: Toronto, Canada and Seattle, WA. Our open roles will specify on the careers page and in the job description where the position is eligible for work.