AI-Powered Product & Service Ops Lead

The Wrap; New York (NY); Hybrid; USD 180.000 - 240.000; Vollzeit

Zusammenfassung

Gusto is seeking a Principal Product Operations Manager to own cross-cutting work in the Customer Experience org. You will shape how new products and features come to market, lead AI-enabled service design, and act as a connective tissue between Product, CX, Engineering, Legal, and GTM.

This is a strategic, hands-on role focused on AI-powered workflows and execution. You will drive strategy, develop AI-driven workflows, and collaborate with multiple teams to raise the baseline for service

Qualifikationen

• 9+ years of relevant experience in product operations, service design, business operations, strategy, or program management.
• Demonstrated track record with AI implementations and agentic workflows over the last 2–3 years.
• Experience in service blueprinting and mapping customer journeys.

Aufgaben

• Shape and drive strategy at the intersection of Product and Service orgs with Engineering, Design, Product Management, and Customer Experience.
• Own end-to-end CX strategy for net-new product and service launches, including external partnerships.
• Lead strategic service design with PM and CX teams, map end-to-end blueprints, identify where AI can help.
• Build, deploy, and iterate on AI-powered workflows to improve service operations.
• Serve as an AI thought leader within ST Product Operations and advocate for AI-enabled solutions.
• Provide data-driven business insights to influence product and service roadmaps for senior stakeholders.
• Identify and lead cross-functional initiatives delivering measurable value.

Kenntnisse

Product operations

AI workflows

Service design

Cross-functional leadership

Data analysis

Jobbeschreibung

Gusto is seeking a Principal Product Operations Manager to own cross-cutting work in the Customer Experience org. You will shape how new products and features come to market, lead AI-enabled service design, and act as a connective tissue between Product, CX, Engineering, Legal, and GTM.

This is a strategic, hands-on role focused on AI-powered workflows and execution. You will drive strategy, develop AI-driven workflows, and collaborate with multiple teams to raise the baseline for service