Product Manager, Unified Service Platform
Own the intelligence layer and customer-facing experience for an AI-first service platform across voice, chat, and email. The role requires 8+ years of product management experience, strong AI/ML fluency, systems thinking, and hands-on cross-functional execution.
About the job
Responsibilities
- Own core capabilities of Gusto's AI service intelligence layer, including intent understanding, escalation and handoff decisions, context ingestion, and knowledge retrieval across voice, chat, and email.
- Build and refine models and frameworks that determine whether AI or a human should resolve customer needs, partnering with engineering and data science to improve accuracy and prevent context loss during handoffs.
- Define evaluation criteria, build evaluations and production monitoring, and connect system behavior to customer experience.
- Experiment, iterate, and ship impactful solutions rapidly.
- Replace legacy systems and hard-coded workflows with flexible, intelligent architecture that scales.
- Collaborate with go-to-market and Service teams to translate frontline insights into product decisions.
- Define and track metrics including solve rate, satisfaction, escalation accuracy, handle time, and customer effort.
Requirements
- 8+ years of product management experience building complex, data-intensive platforms.
- Experience in customer service, CRM, or enterprise SaaS environments where routing, orchestration, or workflow automation were core product capabilities.
- Familiarity with AI/ML concepts, particularly intent classification, natural language processing, and agentic systems.
- Track record of translating model capabilities into product outcomes at scale.
- Ability to move between product strategy and execution, including architecture discussions, senior stakeholder influence, and data analysis.
- Strong cross-functional collaboration skills across Sales, Service, and Engineering.
- First-principles approach to simplifying systems and removing customer and teammate friction.
Compensation and Benefits
- Cash compensation is listed as $179,000,000/yr to $220,000/yr in Denver and most major metro locations, and $210,000/yr to $260,000/yr for San Francisco, Seattle, and New York. The first range appears anomalous as written and is excluded from structured salary extraction.
- Full-time employees receive competitive base pay, benefits, and equity in the form of RSUs.
- Final offer amounts vary based on location, experience, and expertise.
Skills
Product Management, AI/ML, Intent Classification, Natural Language Processing, Agentic Systems, CRM, Enterprise Saas, Workflow Automation, Data Analysis, Knowledge Retrieval, Voice, Chat, Email, Production Monitoring
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