AI-First Service Platform PM — Systems & Impact

Gusto; New York (NY); On-site; USD 210,000 - 260,000; Full time

Job summary

Gusto is building an AI-first service platform where a Principal Product Manager will own core capabilities of the intelligence layer across voice, chat, and email. You’ll translate customer needs into durable, scalable solutions with a systems-thinking approach.

As the Principal PM for the AI-First Service Platform, you’ll drive architecture, experimentation, and cross-functional collaboration with GTM, Service, and Engineering to deliver impactful customer outcomes.

Qualifications

• 8+ years of product management experience in data-intensive platforms.
• Deep familiarity with AI/ML concepts, NLP, and intent classification.
• Strong cross-functional leadership to align Sales, Service and Engineering teams.

Responsibilities

• Own core capabilities of the AI service intelligence layer across voice, chat, and email.
• Develop models and frameworks to decode customer needs and determine handoff paths between AI and humans.
• Define and maintain the evaluation layer and production-performance metrics.

Skills

Systems thinking

Product management

AI/ML concepts

Cross-functional collaboration

Job description

Gusto is building an AI-first service platform where a Principal Product Manager will own core capabilities of the intelligence layer across voice, chat, and email. You’ll translate customer needs into durable, scalable solutions with a systems-thinking approach.

As the Principal PM for the AI-First Service Platform, you’ll drive architecture, experimentation, and cross-functional collaboration with GTM, Service, and Engineering to deliver impactful customer outcomes.