AI-Driven CX Strategy and Programs Lead

Gusto; Atlanta (GA); Hybrid; USD 151,000 - 218,000; Full time

Job summary

Gusto is hiring a Strategic Program Manager to shape the future of customer experience in an AI-enabled environment. You will partner with executives across CX, Product, Engineering, Data, Design, and Operations to drive large-scale programs and align launches with our strategic vision.

You will own program roadmaps, deliver clear updates to stakeholders, and influence senior leaders. The role requires 8+ years of PM experience, strong analytics, and a deep empathy for small businesses.

Qualifications

• 8+ years of experience in program management, operations, and/or project management roles.
• Aptitude for understanding technical workstreams, engineering requirements, and operational launch needs; experience with AI-driven programs is required.
• Strong understanding of service design principles and methodologies.
• Stakeholder and project management mastery with ability to drive alignment amidst complexities.
• Analytical thinking with solid business judgment and data-driven decision making.
• Deep empathy for small business customers and a passion for continuous process improvement using AI.
• Executive presence and ability to influence senior leaders and drive change.
• Proficiency with program management tools (Asana, Notion, Airtable, JIRA) and data visualization.
• Experience with Excel/Google Sheets and Gsuite.

Responsibilities

• Lead high‑priority, cross‑functional programs and own their success or failure.
• Develop program plans, charters, and roadmaps interfacing with Product, Engineering, and CX.
• Identify frameworks and design principles for programs and propose creative solutions.
• Collaborate with Engineering, Product & Design, and Business Tech to solve problems across initiatives, considering AI solutions.
• Translate complex technical concepts into clear updates for stakeholders.
• Shape readiness plans for AI-enabled weekly and monthly launches and manage change.
• Create reporting cadences and provide data-driven CX recommendations.
• Influence executives and act as a trusted thought partner across the organization.
• Continuously improve operating models, tooling, and reporting.

Skills

Executive presence

Stakeholder management

AI‑driven programs

Data analysis

Communication skills

Tools

Asana

Notion

Airtable

JIRA

Excel/Google Sheets

GSuite

Job description

Gusto is hiring a Strategic Program Manager to shape the future of customer experience in an AI-enabled environment. You will partner with executives across CX, Product, Engineering, Data, Design, and Operations to drive large-scale programs and align launches with our strategic vision.

You will own program roadmaps, deliver clear updates to stakeholders, and influence senior leaders. The role requires 8+ years of PM experience, strong analytics, and a deep empathy for small businesses.