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Gusto is a mission-driven B2B SaaS company serving over 500,000 small businesses with payroll, HR, health insurance, and 401(k) solutions. The company generates over $500M in annual revenue and employs 2,700+ people across the US, Canada, Mexico, and Turkey.
As Principal Product Manager for the Unified Service Platform (USP), you will own the core intelligence layer and customer-facing AI service capabilities that power Gusto's help and support experience. This includes the models and infrastructure that determine customer intent, decide whether AI or human agents should resolve issues, manage context during handoffs, and retrieve relevant knowledge for responses. You'll oversee multiple capabilities and channels spanning voice, chat, and email, with accountability for end-to-end system performance and customer outcomes—not just feature shipping.
The role is for a systems thinker and hands-on builder who can simplify complexity, design durable architecture, and iterate rapidly. You'll work at the intersection of product strategy and operational execution, ensuring that efficiency and customer experience reinforce rather than trade off against each other. You'll influence senior stakeholders while remaining detail-oriented when it matters.
The USP team is the operational backbone of Gusto's customer experience, building AI-native agentic solutions that transform how internal and external teams work. The team owns the AI-human-AI loop across all service channels, ensuring seamless, informed, and effortless interactions. You'll help create conditions where Gusto's teams can do their best work, directly impacting the small business owners Gusto serves.
Gusto emphasizes AI fluency as fundamental to how work gets done. All full-time employees receive competitive base pay, benefits, and equity (RSUs). The product team is intentionally lean, meaning high impact and ownership with less overhead. You'll prototype, design, automate, and ship—using AI as a co-builder to turn problems into durable solutions with urgency and care.
