operations
Posted Jun 25Principal Product Operations Manager, Benefits
at Gusto
Denver, United StatesHybrid
Responsibilities
- Shape 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.
- Lead and partner on product launches between Product Management and Customer
- Identify and drive cross-functional initiatives that will deliver value for customers and Gusto. Help develop and communicate a clear roadmap for enhancing service capabilities and experiences.
- Model how to use AI tools to accelerate service design, insight synthesis, and agent-driven operational workflows.
- Identify and build AI-assisted operational workflows, including agents, to accelerate VoC synthesis, launch readiness monitoring, and cross-functional signal aggregation.
Requirements
- 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
- In this role, you'll help stand up the operational and service foundation for a new Gusto product, using both deep human judgment and emerging AI tools to move faster and make better decisions.
- experience for customers and internal teams.
- Contribute to advancing the Product Operations craft at Gusto and build AI fluency within the team:
- Use AI tools to prototype service solutions and surface
- experience at growing startups in operating roles (i.e., biz ops/strategy roles, product operations, project/program management, and/or consulting): •
- Highly adaptable and resilient to changes in business needs or requirements, with the ability to navigate challenges and make decisions even when information is incomplete.
- Strong data literacy and results-orientation, with the ability to identify the right questions, interpret quantitative and qualitative signals, and translate findings into decisions — including comfort using AI-assisted tools for analysis and synthesis.
- Excellent written and verbal communication skills, with the ability to effectively communicate complex subjects to both technical and non-technical audiences.
- Demonstrated 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: •
- Experience prototyping with AI (e.g., Claude, Cursor, Codex or similar) is a plus. •
- Experience with service design and/or service blueprinting. •
- Experience working in the healthcare or
- experience in any complex regulated space are strongly encouraged to apply.
Experience
- 10+ years of relevant work
Benefits
- We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers.
- All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success.
- benefits space (PEO, health insurance, etc.) is a plus; candidates with new product incubation
- Our cash compensation amount for this role is $148,000/yr to $182,000/yr in Denver, and $167,000/yr to $217,000/yr for San Francisco & New York.
Additional details
- At Gusto, we're on a mission to grow the small business economy.
- 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.
- Offer amounts are determined by role, level, and location.
- Learn more about our Total Rewards philosophy .
- requirements vary by role and will be assessed during the interview process. About the Role:
- Are you looking for an opportunity to transform a business? Gusto is looking for a strategic, customer-focused leader to leverage customer feedback and operational key metrics to develop actionable insights and strategies that shape our product and service, and positively impact customer love.
- Working with the Product, Engineering, Design and Customer
- Experience teams, you will be expected to tackle both highly strategic and deeply operational initiatives to deliver value for customers and Gusto.
- You’ll be customer-obsessed, business-minded, strategic, detail-oriented, and highly creative.
- If this sounds exciting to you, we’d love to connect! About the Team: The