Gusto
Principal Product Manager, Unified Service Platform
$179K–$260K
Denver, CO - Hybrid +3 · Principal · Full-time · Posted Aug 6, 2026
- Location
- Denver, CO - Hybrid
New York, NY - Hybrid
San Francisco, CA - Hybrid
San Francisco, CA - Hybrid - Experience
- 8+ years of product management experience.
About the job
Owns core capabilities of Gusto’s AI service platform, improving how customer needs are understood, routed to AI or humans, and resolved across service channels.
What you'll do
- Build and improve intent understanding, routing, handoffs, context, and knowledge retrieval across voice, chat, and/or email.
- Define and monitor production evaluations and customer outcome metrics; use results to improve service performance.
- Replace rigid legacy workflows with scalable architecture and align product decisions with Sales, Service, Engineering, and Data Science.
What they ask for
- Deep familiarity with AI/ML concepts, particularly intent classification, NLP, and agentic systems, with a record of delivering product outcomes at scale.
- Experience building complex, data-intensive platforms.
- Ability to work across product strategy and execution, including technical architecture, senior stakeholder influence, and data analysis.
- Ability to align Sales, Service, and Engineering teams around a shared product vision.
Nice to have
- Experience in customer service, CRM, or enterprise SaaS environments.
- Experience with routing, orchestration, or workflow automation as core product capabilities.
Pay
$179,000/yr to $220,000/yr USD base salary (Denver & most major metro locations); $210,000/yr to $260,000/yr USD base salary (San Francisco, Seattle & New York)
Tools
AI/ML, NLP
AI focus
Build AI-native customer service systems that understand intent, determine whether AI or a human should resolve an issue, manage handoffs and context, and retrieve relevant knowledge; define evaluations and monitoring for these systems.
Model-written summary · the original posting is authoritative