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Gusto is building the HR expertise layer for small business software — the part that makes owners feel like they have an expert HR team in their corner. This role sits at the intersection of service design and AI product design, shaping how Gusto delivers HR expertise to both small business owners seeking help and HR experts delivering it.
You'll design AI-assisted experiences in a high-stakes compliance domain where mistakes have legal consequences for customers. The work spans four AI-powered product surfaces: HR Assist, HR Partner Console, Compliance Intelligence, and HR Documents — all sharing a common knowledge layer.
Day-to-day, you'll lead service design across a two-sided product, creating journey maps and service blueprints that map operational handoffs between AI systems, human advisors, and small business customers. You'll make judgment calls about when to ship AI outputs, when to override them, when to insert a human in the loop, and how to communicate why a generated direction is or isn't sufficient. You'll define how trust, uncertainty, graceful failure, and human override appear across these surfaces — patterns that will inform AI experience design across the broader HR Experiences organization.
You'll co-lead product direction with PM, engineering, and data partners across four teams as a co-owner of strategy, not a downstream executor. You'll frame ambiguous problems, align partners around clear direction before data is complete, and conduct research with customers and HR partners to validate experiences in a compliance-heavy domain.
Gusto operates in an AI-native way. You'll use AI to accelerate exploration, prototyping, research synthesis, and content drafting — keeping the team moving fast without sacrificing craft. You'll also design user experiences for AI-generated outputs, showing uncertainty clearly, displaying errors in user-friendly ways, and ensuring users retain control when AI suggestions diverge from HR best practices.
The company supports over 500,000 small businesses nationwide with payroll, health insurance, 401(k)s, and HR services. Teams are based in Denver, San Francisco, and New York. All full-time employees receive competitive base pay, benefits, and equity (RSUs).
