Principal Product Manager, Unified Service Platform

Gusto

Principal Product Manager owning Gusto's AI-first service intelligence platform across voice, chat, and email. Building systems that route customer needs between AI and human expertise.

Posted 9/11/2026full-timeSan Francisco • California, Colorado, New York • 🇺🇸 United StatesLead💰 $179,000 - $260,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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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 ExperienceAI/ML ConceptsIntent ClassificationNLPWorkflow Automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data-Intensive PlatformsModel EvaluationArchitecture DesignCustomer Experience MetricsLegacy System Replacement

Soft Skills

First-Principles Problem-SolvingInfluencing StakeholdersCollaboration

Tools & Technologies

AI ToolsCRM SystemsEnterprise SaaS

Industry Keywords

Customer ServiceRoutingOrchestrationWorkflow Automation

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Competitive base pay
Health insurance
401(k)
Equity (RSUs)
Secure, reliable, and consistent internet connection required when approved to work from a non-office location
Equal opportunity employer
Reasonable accommodations for qualified individuals with disabilities and disabled veterans