Principal PM, AI-First Service Platform

Gusto, Inc.; Denver (CO); On-site; USD 180,000 - 230,000; Full time

Job summary

Gusto is seeking a Principal Product Manager for the AI-First Service Platform to own core capabilities of the intelligence layer that determines AI vs human handoffs and informs customer interactions across voice, chat, and email. You will oversee multiple capabilities, partner with engineering and data science, and deliver durable, scalable architectures that improve customer experience.

You’ll operate as a systems thinker and hands-on builder, simplifying complex workflows, iterating rapidly,

Qualifications

• 8+ years of product management experience
• Experience with data-intensive platforms
• Strong understanding of AI/ML concepts, especially NLP and agentic systems
• Proven ability to align Sales, Service, and Engineering teams around a shared product vision

Responsibilities

• Own core capabilities of the AI service intelligence layer across voice, chat, and email
• Build and refine models and frameworks that decode customer needs and determine AI vs human handoffs
• Own evaluation layer for shipped systems with measurable metrics
• Experiment, learn, iterate, and ship impactful solutions rapidly
• Dismantle legacy systems and replace with flexible, scalable architecture
• Collaborate with GTM and Service teams to reflect real operational needs
• Define and track key metrics like solve rate, satisfaction, escalation accuracy, handle time, and customer effort

Skills

Product management

Systems thinking

AI/ML concepts

Cross-functional leadership

Job description

Gusto is seeking a Principal Product Manager for the AI-First Service Platform to own core capabilities of the intelligence layer that determines AI vs human handoffs and informs customer interactions across voice, chat, and email. You will oversee multiple capabilities, partner with engineering and data science, and deliver durable, scalable architectures that improve customer experience.

You’ll operate as a systems thinker and hands-on builder, simplifying complex workflows, iterating rapidly,