Gusto, Inc.17 days ago
Product Manager, Unified Service Platform
Salary not specified
MARKET
15,031 ₽median for this role
Product Manager · 55 jobs with disclosed pay
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Denver
Responsibilities
- 01Own 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
- 02Build and refine the models and frameworks that decode what customers need and determine whether AI or a human is the right path to resolution
- 03Partner with engineering and data science to continuously improve accuracy and eliminate context loss across handoffs
- 04Own the evaluation layer for the systems you ship — define what "good" means, build the evals and monitoring that prove it in production
- 05Close the loop between what the model does and what the customer actually experiences
- 06Experiment, learn, iterate, and ship impactful solutions rapidly
- 07Identify and dismantle legacy systems and hard-coded workflows that create friction, replacing them with flexible, intelligent architecture that scales with Gusto's growth
- 08Collaborate with GTM and Service teams so the system reflects real operational needs, translating frontline insights into prioritized product decisions
- 09Define and track the metrics that matter — solve rate, satisfaction, escalation accuracy, handle time, and customer effort
Requirements
- 01Think from first principles
- 02Influence at the senior level
- 03Get into the details when it matters
- 04Thrive in ambiguity
- 05Blend curiosity, experimentation, and AI-native craft
What we offer
- 01Competitive base pay, benefits, and equity (RSUs)
- 02Teams in Denver, San Francisco, and New York
- 03All full-time employees receive competitive compensation