Senior Product Manager, Unified Service Platform

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.

• 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…