Product Manager, Unified Service Platform
Gusto is a payroll and HR platform that helps small businesses pay domestic and international employees, manage benefits, and automate compliance.
Maintainer signals as of 8/12/2026
Projects
About Gusto
Gusto serves small and mid-sized businesses with payroll processing, employee benefits administration, and HR tools in one platform. Users can run payroll, manage health insurance, hire globally, and pay international contractors in local currency or USDC stablecoins. The platform automates payroll tax filings across multiple states and integrates with tools like QuickBooks and Xero.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own core capabilities of Gusto's AI service intelligence platform across voice, chat, and email, define evaluation systems, improve routing and handoffs, replace legacy workflows, and use operational metrics to drive customer and service outcomes.
Requirements
- 8+ years of product management experience
- Experience building complex data-intensive platforms
- Experience in customer service, CRM, or enterprise SaaS
- Familiarity with AI and machine learning concepts
- Intent classification
- Natural language processing
- Agentic systems
- Experience translating model capabilities into product outcomes
- Hands-on product building
- Architecture and data analysis skills
- Cross-functional alignment
Responsibilities
- Own core capabilities of the AI service intelligence layer
- Build and refine intent, escalation, handoff, context, and retrieval frameworks
- Define evaluation criteria and production monitoring
- Experiment, iterate, and ship solutions rapidly
- Replace legacy systems with flexible architecture
- Collaborate with GTM and Service teams
- Define and track service and customer metrics
Benefits
- Equity (RSUs)