Principal Product Manager - AI-First Service Platform

Gusto, Inc.; Denver (CO); Hybrid; USD 179,000 - 260,000; Full time

Job summary

Gusto, Inc. is seeking a Principal Product Manager for the AI-First Service Platform to own core capabilities of the intelligence layer and surface areas behind the customer-facing AI help and service.

You will own models, runtime decisions, and the end-to-end experience across voice, chat, and email, ensuring high‑quality customer outcomes and scalable architecture. This role requires a systems thinker who can influence at the senior level while diving into details when it matters, and who

Qualifications

• 8+ years of product management experience building complex, data-intensive platforms, ideally in customer service, CRM, or enterprise SaaS.
• Strong familiarity with AI/ML concepts—intent classification, NLP, agentic systems.
• Ability to move between strategy and execution and influence senior stakeholders.
• Bias toward simplicity, tearing down legacy systems, and reducing friction for customers and teammates.

Responsibilities

• Own core capabilities of Gusto's 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 handoffs.
• Own the evaluation layer for shipped systems with defined success metrics and production monitoring.
• Experiment, learn, iterate, and ship impactful solutions rapidly.
• Identify and dismantle legacy, hard-coded workflows and replace with flexible, intelligent architecture.
• Collaborate with GTM and Service teams to translate frontline insights into prioritized product decisions.
• Define and track metrics like solve rate, satisfaction, escalation accuracy, handle time, and customer effort.

Skills

Systems thinking

AI/ML concepts

Cross-functional collaboration

Strategy & execution

Stakeholder influence

Job description

Gusto, Inc. is seeking a Principal Product Manager for the AI-First Service Platform to own core capabilities of the intelligence layer and surface areas behind the customer-facing AI help and service.

You will own models, runtime decisions, and the end-to-end experience across voice, chat, and email, ensuring high‑quality customer outcomes and scalable architecture. This role requires a systems thinker who can influence at the senior level while diving into details when it matters, and who