Hiring: Principal Product Manager, Unified Service Platform Company: Gusto Location: Denver Metropolitan Area Job Posted Time: 2026-09-11 14:47:59 Employment Type: Full-time / Hybrid Target Skills & Keywords : NLP, Product Management, SaaS About the job Experience: •8+ years of product management experience building complex, data-intensive platforms — ideally in customer service, CRM, or enterprise SaaS environments where routing, orchestration, or workflow automation were core to the product Required Skills: •This is a role for a systems thinker and hands-on builder. You'll tear down what's overly complex, design simple and durable architecture in its place, experiment and iterate rapidly and create the conditions where operational efficiency and great customer experience reinforce each other — not trade off against each other. •Here’s What You’ll Do Day-to-day •Own core capabilities of Gusto's AI service intelligence layer (e.g. intent understanding, escalation and handoff decisions, context ingestion, or knowledge and retrieval) across voice, chat, and/or email •Build and refine the models and frameworks that decode what customers need and determine whether AI or a human is the right path to resolution, partnering with engineering and data science to continuously improve accuracy and eliminate context loss across handoffs •Own the evaluation layer for the systems you ship — define what "good" means, build the evals and monitoring that prove it in production, and close the loop between what the model does and what the customer actually experiences. •Experiment, learn, iterate, and ship impactful solutions rapidly. •Identify and dismantle legacy systems and hard-coded workflows that create friction, replacing them with flexible, intelligent architecture that scales with Gusto's growth •Partner cross-functionally with GTM and Service teams so the system reflects real operational needs, translating frontline insights into prioritized product decisions Compensation: •$179,000,000 - $220,000 / year •We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!