Principal Product Manager, Unified Service Platform

Jobtailor; California (MO); Hybrid; USD 170,000 - 210,000; Full time

Job summary

Gusto is seeking a senior Product Manager to own AI service intelligence across voice, chat, and email. You will define models, evaluate performance, and partner with engineering to improve accuracy and preserve context during handoffs.

You will translate frontline insights into product decisions, shape architecture with stakeholders, and drive measurable outcomes in customer service and enterprise SaaS. 8+ years of PM experience, and fluency with AI/ML concepts are required.

Qualifications

• 8+ years of product management experience building complex, data-intensive platforms.
• Experience in customer service, CRM, or enterprise SaaS with routing/workflow automation.
• Deep familiarity with AI/ML concepts, intent classification, NLP, and agentic systems.
• Track record translating model capabilities into product outcomes at scale.
• Ability to move between strategy and execution.
• Ability to whiteboard architecture with engineers and influence stakeholders.
• Align Sales, Service, and Engineering around a shared product vision.
• First-principles problem solving; replace legacy systems.
• Active engagement with AI tools and willingness to grow AI fluency.
• Willing to work 2-3 days/week in designated Gusto offices (Denver, SF, NYC).

Responsibilities

• Own multiple capabilities across voice, chat, and email.
• Build and refine models and frameworks for customer intent and handoffs.
• Partner with engineering and data science to improve accuracy and reduce context loss.
• Define evaluation criteria and connect model performance to customer experience.
• Experiment, iterate, and ship impactful solutions rapidly.
• Translate frontline insights into product decisions with GTM and Service teams.
• Define and track solve rate, satisfaction, escalation accuracy, handle time, and customer effort metrics.
• Collaborate with cross-functional teams to deliver end-to-end product outcomes.

Skills

AI/ML concepts

Intent classification

NLP

Workflow automation

Data-intensive platforms

Model evaluation

Architecture design

Customer experience metrics

Legacy systems

Influence stakeholders

Collaboration

Routing

Orchestration

First-principles

Tools

AI Tools

CRM Systems

Enterprise SaaS

Job description

• Own core capabilities of Gusto's AI service intelligence layer across voice, chat, and/or email
• Build and refine models and frameworks for customer intent, AI-versus-human resolution decisions, and context preservation across handoffs
• Partner with engineering and data science to improve accuracy and eliminate context loss
• Define evaluation criteria, build production evaluations and monitoring, and connect model performance to customer experience
• Experiment, iterate, and ship impactful solutions rapidly
• Identify and replace legacy systems and hard-coded workflows with flexible, intelligent architecture
• Collaborate with GTM and Service teams to translate frontline insights into product decisions
• Define and track solve rate, satisfaction, escalation accuracy, handle time, and customer effort metrics
• Own multiple capabilities and/or channels across voice, chat, and email
• Influence senior stakeholders and design simple, durable system architecture

Requirements

• 8+ years of product management experience building complex, data-intensive platforms
• Experience ideally in customer service, CRM, or enterprise SaaS environments where routing, orchestration, or workflow automation were core to the product
• Deep familiarity with AI/ML concepts, particularly intent classification, NLP, and agentic systems
• Track record of translating model capabilities into tangible product outcomes at scale
• Ability to move between strategy and execution
• Ability to whiteboard architecture with engineers, influence senior stakeholders, and analyze data
• Ability to align Sales, Service, and Engineering teams around a shared product vision
• First-principles problem-solving and experience simplifying or replacing legacy systems
• Active engagement with AI tools relevant to the role and willingness to grow AI fluency
• Must work from designated Gusto offices approximately 2–3 days per week if based in Denver, San Francisco, or New York City

Core Competencies

Demonstrates expertise in AI/ML concepts, particularly in intent classification and NLP, while effectively managing product development in customer service and enterprise SaaS environments. Proven ability to influence stakeholders and drive product outcomes through data-driven decision-making and collaboration across teams.

Highest-signal resume keywords

• Product Management Experience
• AI/ML Concepts
• Intent Classification
• NLP
• Workflow Automation

Hard Skills

• Data-Intensive Platforms
• Model Evaluation
• Architecture Design
• Customer Experience Metrics
• Legacy System Replacement

Soft Skills

• First-Principles Problem-Solving
• Influencing Stakeholders
• Collaboration

Industry Keywords

• Customer Service
• Routing
• Orchestration
• Workflow Automation

Tools & Technologies

• AI Tools
• CRM Systems
• Enterprise SaaS