Principal PM, AI-First Service Platform

The Wrap; New York (NY); Hybride; USD 210 000 - 260 000; Plein temps

Avantages offerts par ce poste

Equity (RSUs)

Résumé du poste

Gusto is building a world where every customer need is understood and addressed, by the right person or AI, at the right time. As Principal Product Manager for the AI-First Service Platform, you’ll own core capabilities of the intelligence layer and surface area behind the customer-facing AI help/service, including models and infrastructure that determine how to resolve customer needs across channels.

This is a systems-thinking, hands-on role where you’ll design simple, durable architecture,

Qualifications

• 8+ years of product management experience in data-intensive platforms.
• Experience in customer service, CRM, or enterprise SaaS.
• Experience with AI/ML concepts, intent classification, NLP.
• Ability to influence senior stakeholders and work across teams.
• Strong cross-functional collaboration.
• Bias toward simplicity and principled problem solving.

Responsabilités

• Own core capabilities of Gusto's AI service intelligence layer across voice, chat, and/or email.
• Build and refine models and frameworks; define evals and monitoring; close the loop between model and customer experience.
• Experiment, learn, iterate, and ship impactful solutions rapidly.
• Identify and dismantle legacy systems; replace with flexible, scalable architecture.
• Collaborate with GTM and Service teams to translate frontline insights into product decisions.
• Define and track key metrics (solve rate, satisfaction, escalation accuracy, handle time, customer effort).

Connaissances

Product management

AI/ML concepts

Cross-functional collaboration

Architectural thinking

Hands-on builder

Data-driven decisions

Description du poste

Gusto is building a world where every customer need is understood and addressed, by the right person or AI, at the right time. As Principal Product Manager for the AI-First Service Platform, you’ll own core capabilities of the intelligence layer and surface area behind the customer-facing AI help/service, including models and infrastructure that determine how to resolve customer needs across channels.

This is a systems-thinking, hands-on role where you’ll design simple, durable architecture,