Principal PM, AI-First Service Platform — Systems & AI

Gusto; Denver, New York (CO, NY); Hybrid; USD 179,000 - 260,000; Full time

Job summary

Gusto is building an AI-first service platform and seeks a Principal Product Manager to own the intelligence layer across voice, chat and email. You will shape how customer intent is understood, how AI vs human handoffs are decided, and how context and knowledge flow through every interaction.

You’ll work as a systems thinker and hands-on builder, collapsing complexity, designing durable architecture, and partnering with engineering and data science to improve accuracy, reduce context loss, and

Qualifications

• 8+ years of product management experience building complex, data-intensive platforms.
• Experience in customer service, CRM, or enterprise SaaS with routing/orchestration.
• Deep familiarity with AI/ML concepts, NLP, and agentic systems.
• Hands-on builder capable of strategy and execution with engineers.

Responsibilities

• Own core capabilities of Gusto's AI service intelligence layer across voice, chat, and/or email.
• Build and refine models that decode customer needs and decide AI vs human handoffs, improving accuracy and context retention.
• Own the evaluation layer for shipped systems; define success metrics and monitor production performance.
• Experiment, learn, iterate, and ship impactful AI-enabled solutions rapidly.
• Identify and dismantle legacy workflows; replace with flexible, scalable architecture.
• Collaborate with GTM and Service teams to translate frontline insights into prioritized product decisions.
• Define and track key metrics like solve rate, satisfaction, escalation accuracy, handle time, and customer effort.

Skills

Product management

AI/ML concepts

Data-intensive platforms

Cross-functional collaboration

Systems thinking

Architecture design

Stakeholder management

First principles

Job description

Gusto is building an AI-first service platform and seeks a Principal Product Manager to own the intelligence layer across voice, chat and email. You will shape how customer intent is understood, how AI vs human handoffs are decided, and how context and knowledge flow through every interaction.

You’ll work as a systems thinker and hands-on builder, collapsing complexity, designing durable architecture, and partnering with engineering and data science to improve accuracy, reduce context loss, and