Principal PM, AI-First Service Platform

Gusto, Inc.; Denver, New York, San Francisco (CO, NY, CA); Hybrid; USD 179,000 - 220,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

Job summary

Gusto in Denver, San Francisco, and New York City is seeking a Principal Product Manager for the AI-First Service Platform. You’ll own core capabilities of the intelligence layer and surface experiences that determine when AI or humans resolve customer needs, across voice, chat, and email.

This is a systems-thinking, hands-on builder role that unifies models, infrastructure, and customer outcomes at scale. You’ll influence senior stakeholders and drive durable solutions with AI-native craft.

Qualifications

• 8+ years of product management experience building complex, data-intensive platforms.
• Deep familiarity with AI/ML concepts like intent classification and NLP.
• Proven ability to influence senior stakeholders and translate insights into product decisions.

Responsibilities

• Own core capabilities of the AI service intelligence layer across voice, chat, and/or email.
• Build and refine models and frameworks to decode customer needs and determine AI vs. human paths.
• Define evaluation metrics, monitoring, and ensure alignment between model behavior and customer experience.
• Experiment, learn, iterate, and ship impactful AI-driven solutions rapidly.
• Identify and replace legacy systems with scalable, intelligent architecture.

Skills

Systems thinking

AI/ML concepts

Cross-functional leadership

Strategy to execution

Data-driven decision making

Experience with CRM/enterprise SaaS

Job description

Gusto in Denver, San Francisco, and New York City is seeking a Principal Product Manager for the AI-First Service Platform. You’ll own core capabilities of the intelligence layer and surface experiences that determine when AI or humans resolve customer needs, across voice, chat, and email.

This is a systems-thinking, hands-on builder role that unifies models, infrastructure, and customer outcomes at scale. You’ll influence senior stakeholders and drive durable solutions with AI-native craft.