This Principal Product Manager, Unified Service Platform job is with Gusto in New York. Expect a hybrid setup: this is full-time work with regular office days. Gusto has not published a salary for this role, so it is worth asking about pay early in the process.
Here is the role as Gusto describes it.
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff - payroll, health insurance, 401(k)s, and HR - so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.
All full-time employees receive competitive base pay, benefits, and equity (RSUs) - because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy .
AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.
At Gusto, we're building a world where every customer need is understood, matched with the right expertise, and driven to the right resolution, by the right person or AI, at the right time. Making that real requires a sophisticated "System of Intelligence" that understands customer intent, judges problem complexity, decides whether AI or a human should take it, and retrieves exactly the right knowledge and data to answer. T
As Principal Product Manager for the AI-First Service Platform, you'll own core capabilities of the intelligence layer and surface area experience behind Gusto's customer-facing AI help/service - the models and infrastructure that determine what a customer needs, whether AI or a human should resolve it, what context travels with every handoff, and what knowledge the system draws on to answer. You'll own multiple capabilities and/or channels across voice, chat, and email, and you'll be accountable for how well the whole parts of the system actually perform for customers, not just what ships.
This is a role for a systems thinker and hands-on builder. You'll tear down what's overly complex, design simple and durable architecture in its place, experiment and iterate rapidly and create the conditions where operational efficiency and great customer experience reinforce each other - not trade off against each other.
We're looking for someone who can think from first principles, influence at the senior level, and still get into the details when it matters.
The Unified Service Platform (USP) team is the operational backbone behind Gusto's customer experience. We build intelligent systems that align Sales and Service teams around a single source of truth - replacing fragmented tools with a cohesive "System of Intelligence" that gives every team member the full context they need to serve customers effectively.
We are an AI-native team building agentic solutions that transform how work gets done. We own the AI-Human-AI loop across voice, chat, and email - ensuring every interaction, internal or external, is seamless, informed, and effortless. Our north star is simple: make it easy for Gusto's teams to do their best work, so every business we serve feels the difference.
If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.
Our cash compensation amount for this role is $179,000,000/yr to $220,000/yr in Denver & most major metro locations, and $210,000/yr to $260,000/yr for San Francisco, Seattle & New York. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise, and may vary from the amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
Gusto has not included pay in the posting.
It is hybrid. You would work partly from home and partly from the office in New York.
The posting mentions at least 8 years of relevant experience and skills such as NLP, SaaS and Payroll. Read the full description above for the complete list.
Use the apply button on this page. It takes you to Gusto's own application form, so your CV goes directly to their hiring team.
Gusto published the role on August 6, 2026. We check the employer's job board every day and take this page down when the role closes, so if you can read it, the job was still listed at our last check.
Source: Gusto careers page (job-boards.greenhouse.io). Applications go straight to the employer. We check the listing daily and remove it once it closes.
Gusto publishes its open roles on its own careers board. This page collects the Gusto jobs that are live right now. Each listing links to Gusto's application form, and we remove a listing once the employer closes it.
Industry: Technology
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