Product Manager, Unified Service Platform
Summary
Leads Gusto’s AI-driven service intelligence platform for voice, chat, and email, designing intent frameworks, routing systems, and legacy replacements while optimizing customer outcomes via data and metrics.
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.
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
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
Benefits
- Equity (RSUs)