Hybrid opportunity at
GustoPrincipal Product Manager, Unified Service Platform
Gusto is a company that supports more than 500,000 small businesses nationwide by providing tools for payroll, health insurance, 401(k)s, and human resources. The organization is…
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About This Role
Gusto is a company that supports more than 500,000 small businesses nationwide by providing tools for payroll, health insurance, 401(k)s, and human resources. The organization is currently seeking a Principal Product Manager, Unified Service Platform to join its team on a full-time, hybrid basis in San Francisco. In this position, the professional will manage core parts of the intelligence layer and interface experiences associated with customer-facing artificial intelligence service help.…
Job Description
Gusto is a company that supports more than 500,000 small businesses nationwide by providing tools for payroll, health insurance, 401(k)s, and human resources. The organization is currently seeking a Principal Product Manager, Unified Service Platform to join its team on a full-time, hybrid basis in San Francisco.
In this position, the professional will manage core parts of the intelligence layer and interface experiences associated with customer-facing artificial intelligence service help. Responsibilities include handling multiple channels such as voice, chat, and email, while ensuring that the overall system performs effectively for clients. The Unified Service Platform team functions as the operational backbone of Gusto's customer experience, developing intelligent systems that unite sales and service divisions.
This opportunity is well-suited for a hands-on builder and systems thinker who possesses extensive experience designing complex, data-heavy platforms. Candidates must be comfortable navigating ambiguity, eliminating legacy systems, and working closely with engineering and data science teams.
Responsibilities
- Manage core components of the AI service intelligence layer across voice, chat, and email channels
- Refine frameworks and models that analyze customer requests to decide between AI or human resolution
- Establish the evaluation layer for released systems by building production monitoring and tracking real customer impact
- Identify and replace legacy architecture and hard-coded workflows with scalable, flexible solutions
- Partner with go-to-market and service teams to translate frontline operational feedback into product choices
- Define and monitor key metrics including solve rate, customer satisfaction, handle time, and effort
Requirements
- Bring at least 8 years of product management background focused on complex, data-intensive platforms
- Demonstrate deep familiarity with AI and machine learning concepts like intent classification, NLP, and agentic systems
- Show a proven history of translating model capabilities into large-scale product outcomes
- Communicate and collaborate effectively across engineering, sales, and service departments
Core Skills
Benefits
- Receive competitive base pay
- Earn equity through restricted stock units
- Participate in company health insurance and 401(k) programs
Frequently Asked Questions
What is the employment type for this position?
This is a full-time position.
What is the remote work policy?
The role is hybrid with a requirement to work from the San Francisco office on designated days, typically two to three days per week.
What salary does this job offer?
The source posting does not specify an exact salary range for San Francisco.
How many years of experience are required?
Candidates must have 8 or more years of product management experience building complex, data-intensive platforms.
Sample Interview Questions
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