Senior Product Manager, Unified Service Platform

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy .

By the Numbers:

• Named #1 best software for small business of 2024 by G2
• 2,700+ employees in the United States, Canada, Mexico, and Turkiye and growing
• Over $500M in annual revenue
• The SMB market is large (and growing!) with huge opportunities for Gusto to make an incredible impact for SMBs
• There are 6.2M employers in the US, 98% have fewer than 100 employees (1)
• 550,000 new businesses are created each year in the US (1)

What Product Management is like at Gusto:

• We’re looking for high-autonomy, entrepreneurial Product Managers to come build high-impact solutions for small businesses and their employees. We believe in high-ownership Product Managers who operate like business owners - owning an entire roadmap end to end and shipping product all the way from strategy through to the nitty gritty details (some describe this kind of role as a “GM” type role).
• Our Product team is lean, which means you’ll have a high degree of impact and ownership.
• We’re here to serve small and medium businesses. Gusto has a strong mission-driven culture, and we care deeply about lifting up these business owners.

About the Role:
Join our Unified Service Platform team as a Senior Product Manager and lead the strategy and execution for AI-driven experiences that make customer support faster, more personalized, and more scalable. You’ll define the product vision and roadmap for solutions spanning smart self-service, agent tooling, routing and escalation, and AI-enabled insights — balancing short-term impact with long-term platform health. Working closely with design, engineering, data science, and CX, you’ll translate customer and business needs into clear requirements, prioritize ruthlessly, and drive end-to-end delivery from discovery through launch and iteration.

You’ll own the metrics and experiments that demonstrate value — reducing resolution time, increasing containment, improving satisfaction, and lowering support cost — and use qualitative and quantitative signals to continuously refine the product. As AI becomes central to the experience, you’ll partner on model design, guardrails, and responsible usage to ensure transparency, fairness, and privacy. You’ll also influence stakeholders across the org, mentor other PMs, and build cross-functional alignment to scale solutions that empower small businesses and support teams alike.

This role is a chance to shape a growing product area at the intersection of AI and customer experience, making a measurable difference in how millions of small businesses get the help they need.

About the Team:

• Gusto equips small businesses with essential tools—Payroll, Benefits, Time Tracking, and Financial Products—backed by our Unified Service Platform (USP) team, who ensure customers get maximum value.
• The USP team powers Gusto’s ability to scale while maintaining top-tier customer satisfaction. We collaborate cross-functionally to build loyalty and earn customer trust.
• Join us to elevate our support and service experience, empowering teams to deliver seamless, efficient, and transformative customer experiences that go beyond expectations.

Here’s what you’ll do day-to-day:

• Ownership: Translate customer needs and market insights into a robust product strategy for differentiated services (eg priority support). Manage the entire product lifecycle, from initial concept and development to launch and continuous refinement. Drive revenue growth and improve customer engagement through strategic optimization of service offerings.
• North Star: Lead initiatives to enhance customer satisfaction and loyalty, balancing efficiency and scalability through innovative tools and AI integration.
• Collaborate: Work closely with design, engineering, data, and operations teams to develop and implement AI/ML-powered tools that improve customer experience, efficiency, reduce response times, and enhance customer satisfaction.
• Drive Decisions: Employ a customer-centric approach, leveraging strong analytical skills and data-driven insights to inform product decisions. Design and execute A/B tests to optimize product features and enhance the customer experience.

Here’s what we're looking for:

• Experience: 5+ years of product management experience or adjacent roles, particularly in fast-growing companies, with a proven track record of improving customer experience (CX) and directly impacting revenue.
• Customer-First Approach: Strong commitment to understanding customer needs and delivering solutions that increase satisfaction and revenue.
• Strategic Decision-Making: Adept at balancing long-term objectives with immediate successes and making informed, tough decisions that leverage both data and judgment, while inspiring and motivating teams.
• Bias for action: You combine empathy with strong organizational skills, executing projects effectively and always seeking to learn and apply first principles thinking.
• Communication and Collaboration: Proven ability to work effectively with cross-functional teams, with an ability to build trust, foster collaboration and influence without authority to achieve shared goals.

If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

Our cash compensation amount for this role is $152,000/yr to $190,000/yr in Denver, and $184,000/yr to $230,000/yr for San Francisco, Seattle & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise, and may vary from the amounts listed above.

Where do PMs at Gusto work?
We have offices in Denver, San Francisco, and New York and have remote team members across the US and Canada. We are also actively hiring for the following Hubs: Toronto, Canada and Seattle, WA. Our open roles will specify on the careers page and in the job description where the position is eligible for work.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

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