Principal Product Operations Manager

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, building a great product and delivering a great service aren't separate tracks — they have to move together, and that's what Service Transformation Product Operations exists to ensure. As a Principal Product Operations Manager, you'll own some of the most cross-cutting work in the Customer Experience org: shaping how new products and features come to market, leading service design that identifies where AI can create the most leverage across the service experience, and operating as the connective tissue between Product, CX, Engineering, Legal, and GTM. This is not a coordination role — you'll drive strategy, build and deploy AI-powered workflows, and bring rigor, creativity, and a bias toward execution to problems that don't yet have obvious answers.

The mission of our Service Transformation (ST) team is to evolve and scale how Gusto delivers outstanding service experiences — and to leverage AI to do it faster and better. We design the systems, processes, and feedback loops that let Gusto's product and service improve together, continuously and reliably, in a way that earns the trust of the small businesses we serve and the Gusto teams who serve them.

ST Product Operations is a cross-functional team sitting at the intersection of Product and CX — responsible not just for making today's experience better, but for shaping how new products and features come to market and how AI changes what great service looks like at scale. If something is broken, we fix it. If something needs to be built, we build it. If a new capability is ready to ship, we make sure it lands well.

• Shape and drive strategy at the intersection of Gusto's Product and Service orgs — working closely with Engineering, Design, Product Management, and Customer Experience to improve existing products, launch net-new capabilities, and ensure the service experience scales alongside them.
• Own the end-to-end CX strategy and implementation for net-new product and service launches — from determining how customers will be supported to engaging external partners — while ensuring every new capability meets Gusto's rigorous service standards before and after it goes live.
• Lead strategic service design work alongside Product Management and CX teams — mapping end-to-end service blueprints, identifying where AI can augment or accelerate work done by service teams, and designing the handoffs and escalation logic that keep quality high as automation scales.
• Build, deploy, and iterate on AI-powered workflows that improve how Gusto's service operations run — from automating intake and documentation to designing agentic systems that resolve customer needs faster and more reliably.

Our cash compensation amount for this role is $148,085/yr to $182,638/yr in Denver & most major metro locations, and $167,345/yr to $217,549/yr for San Francisco & 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.

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