AI Service Platform Lead — Voice, Chat & Email

Jobtailor; California (MO); Hybrid; USD 170,000 - 210,000; Full time

Job summary

Gusto is seeking a senior Product Manager to own AI service intelligence across voice, chat, and email. You will define models, evaluate performance, and partner with engineering to improve accuracy and preserve context during handoffs.

You will translate frontline insights into product decisions, shape architecture with stakeholders, and drive measurable outcomes in customer service and enterprise SaaS. 8+ years of PM experience, and fluency with AI/ML concepts are required.

Qualifications

• 8+ years of product management experience building complex, data-intensive platforms.
• Experience in customer service, CRM, or enterprise SaaS with routing/workflow automation.
• Deep familiarity with AI/ML concepts, intent classification, NLP, and agentic systems.
• Track record translating model capabilities into product outcomes at scale.
• Ability to move between strategy and execution.
• Ability to whiteboard architecture with engineers and influence stakeholders.
• Align Sales, Service, and Engineering around a shared product vision.
• First-principles problem solving; replace legacy systems.
• Active engagement with AI tools and willingness to grow AI fluency.
• Willing to work 2-3 days/week in designated Gusto offices (Denver, SF, NYC).

Responsibilities

• Own multiple capabilities across voice, chat, and email.
• Build and refine models and frameworks for customer intent and handoffs.
• Partner with engineering and data science to improve accuracy and reduce context loss.
• Define evaluation criteria and connect model performance to customer experience.
• Experiment, iterate, and ship impactful solutions rapidly.
• Translate frontline insights into product decisions with GTM and Service teams.
• Define and track solve rate, satisfaction, escalation accuracy, handle time, and customer effort metrics.
• Collaborate with cross-functional teams to deliver end-to-end product outcomes.

Skills

AI/ML concepts

Intent classification

NLP

Workflow automation

Data-intensive platforms

Model evaluation

Architecture design

Customer experience metrics

Legacy systems

Influence stakeholders

Collaboration

Routing

Orchestration

First-principles

Tools

AI Tools

CRM Systems

Enterprise SaaS

Job description

Gusto is seeking a senior Product Manager to own AI service intelligence across voice, chat, and email. You will define models, evaluate performance, and partner with engineering to improve accuracy and preserve context during handoffs.

You will translate frontline insights into product decisions, shape architecture with stakeholders, and drive measurable outcomes in customer service and enterprise SaaS. 8+ years of PM experience, and fluency with AI/ML concepts are required.