Senior PM, AI-First Unified Service Platform

Gusto; San Francisco (CA); Hybrid; USD 210,000 - 260,000; Full time

Job summary

Gusto is building a world where every customer need is understood and guided to resolution, by the right person or AI, at the right time. As Principal Product Manager for the AI-First Service Platform, you’ll own the intelligence layer and surface area behind Gusto's AI help, shaping how customers get answers and how agents interact with data and models.

You’ll lead across voice, chat, and email, partner with engineering and data science, and focus on reducing context loss while delivering

Qualifications

• 8+ years of product management experience building complex, data-intensive platforms.
• Deep familiarity with AI/ML concepts, NLP, and agentic systems.
• Hands-on builder who moves between strategy and execution.
• Strong cross-functional collaboration across Sales, Service and Engineering.
• Bias toward simplicity and first principles when solving hard problems.

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 whether AI or human is best.
• Own the evaluation layer for the systems you ship and define success metrics.
• Experiment, learn, iterate, and ship impactful solutions rapidly.
• Dismantle legacy systems and design flexible, scalable architecture.
• Collaborate with GTM and Service teams to reflect operational needs in decisions.
• Define and track metrics like solve rate, satisfaction, escalation accuracy, and handle time.

Skills

Product management

AI/ML concepts

Cross-functional collaboration

Systems thinking

Data-driven decisions

Job description

Gusto is building a world where every customer need is understood and guided to resolution, by the right person or AI, at the right time. As Principal Product Manager for the AI-First Service Platform, you’ll own the intelligence layer and surface area behind Gusto's AI help, shaping how customers get answers and how agents interact with data and models.

You’ll lead across voice, chat, and email, partner with engineering and data science, and focus on reducing context loss while delivering