Gusto, Inc.11.04.2026
Principal Product Operations Manager, Benefits
Denver
Обязанности
- 01Shape and support product development and its integration into service strategy for existing customers across the product lifecycle, in collaboration with Engineering, Design, Product Management, and Customer Experience teams
- 02Understand product and end-to-end service experience and organizations in intimate detail, including internal and external pain points and feedback
- 03Collaborate to ensure customer support considerations are integrated into broader company decisions
- 04Lead and partner on product launches between Product Management and Customer Experience (CX) teams to ensure readiness and deliver insights post-launch to ensure a positive experience for customers and internal teams
- 05Provide business insights and recommendations based on quantitative and qualitative data to influence strategy and operational design in both product and service roadmaps
- 06Identify and drive cross-functional initiatives that will deliver value for customers and Gusto
- 07Help develop and communicate a clear roadmap for enhancing service capabilities and experiences
- 08Hypothesis-driven problem solving to drive business
- 09Contribute to advancing the Product Operations craft at Gusto and build AI fluency within the team
- 10Model how to use AI tools to accelerate service design, insight synthesis, and agent-driven operational workflows
- 11Identify and build AI-assisted operational workflows, including agents, to accelerate VoC synthesis, launch readiness monitoring, and cross-functional signal aggregation
- 12Use AI tools to prototype service solutions and surface requirements faster, compressing the feedback loop between customer signal and product/service response — before full engineering investment
Требования
- 0110+ years of relevant work experience at growing startups in operating roles (i.e., biz ops/strategy roles, product operations, project/program management, and/or consulting)
- 02Experience scaling service strategy alongside growing SaaS products, including incubating products, building and managing product betas, and/or integrating new products into a scalable best-in-class service model
- 03Highly adaptable and resilient to changes in business needs or requirements, with the ability to navigate challenges and make decisions even when information is incomplete
- 04Demonstrated self-starter and organized problem-solver
- 05Self-sufficient, resourceful, and bias for action towards continuous improvement
- 06Experienced with managing a variety of cross-functional stakeholders on complex strategic initiatives, including influencing senior leaders in Product or Customer Experience orgs
- 07Strong data literacy and results-orientation, with the ability to identify the right questions, interpret quantitative and qualitative signals, and translate findings into decisions
- 08Excellent written and verbal communication skills, with the ability to effectively communicate complex subjects to both technical and non-technical audiences
- 09Demonstrated AI fluency in an operational and product context — comfort using AI tools to synthesize qualitative data, identify automation opportunities in service workflows, and building or directing AI agents to reduce manual operational lift
- 10Experience prototyping with AI (e.g., Claude, Cursor, Codex or similar) is a plus
- 11Experience with service design and/or service blueprinting
- 12Experience working in the healthcare or benefits space (PEO, health insurance, etc.) is a plus
Условия
- 01Competitive base pay
- 02Full-time employment
- 03Benefits package
- 04Equity (RSUs)
- 05Offer amounts determined by role, level, and location
- 06Teams in Denver, San Francisco, and New York
- 07Support for more than 500,000 small businesses nationwide