Product Manager, Unified Service Platform
$210,000–$260,000 year
HybridDenver, Colorado, United States
Job Summary
Own core capabilities of Gusto's AI service intelligence layer across voice, chat, and email, including intent understanding, escalation decisions, and context ingestion. Build and refine models that decode customer needs and determine whether AI or a human should resolve issues, partnering with engineering to eliminate context loss. Own the evaluation layer by defining success metrics like solve rate and satisfaction, building monitoring to prove performance in production, and closing the loop between model output and customer experience. Tear down legacy systems and hard-coded workflows to replace them with flexible, intelligent architecture that scales. Collaborate with GTM and Service teams to translate frontline insights into prioritized product decisions, ensuring the system reflects real operational needs. Define and track metrics that matter to diagnose breakdowns in the customer journey and drive continuous improvement.
Required Qualifications
- 8+ years of product management experience
- building complex, data-intensive platforms
- Deep familiarity with AI/ML concepts
- intent classification
- NLP
- agentic systems
- A bias toward simplicity
- defaults to first principles when solving hard problems
- knows when to tear down legacy systems rather than patch them
- measures success by how much friction they remove for customers and teammates alike
- Must be able to work from the office on designated days approximately 2-3 days per week
- Must have a secure, reliable, and consistent internet connection
Desired Qualifications
- ideally in customer service, CRM, or enterprise SaaS environments
- routing, orchestration, or workflow automation were core to the product
- a track record of translating model capabilities into tangible product outcomes at scale
- equally comfortable whiteboarding architecture with engineers
- influencing senior stakeholders
- diving into the data to pressure-test assumptions
- Strong cross-functional instincts
- a demonstrated ability to align Sales, Service, and Engineering teams around a shared product vision
- even in the face of competing priorities and organizational complexity
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