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Lead Product Manager, Service Experience Platform

4 months ago

Atlanta, Georgia, United States Gusto Full time

About Gusto
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy .
We are looking for a user-focused Product Manager to lead our Service Experience Team in building the next generation of tooling used by everyone at Gusto and our Embedded Partners like JPMorgan Chase to create a seamless experience between product and service.
Here's what you'll do day-to-day:

  • Develop a deep understanding of the different users and customers and how their varying needs translate into product requirements.
  • Partner with engineering, design, and data science and across cross-functional teams such as Customer Experience and Ops to create solutions that ultimately delight customers.
  • Identify emerging technologies and industry trends (such as AI), build business cases, and define product vision and strategy.
  • Use data and experiments to make decisions that improve the customer experience and business metrics .
  • Create intuitive internal tooling that is tightly coupled with the product to enable Support and Ops to quickly and accurately help users


Here's what we're looking for:

  • 7+ years of product management experience with 2+ years of managing a team
  • Software development or operational experience is a plus.
  • Track record of delivering enterprise and/or platform solutions in regulated environments like HR, finance, or healthcare
  • Deep understanding of product experiences that enable process improvement and better workflows and operations.


Our cash compensation range for this role is $186,000 to $222,000 in Denver & most remote locations, and $219,000 to $261,000 in San Francisco & New York. Plus equity. 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.
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. If you require assistance in filling out a Gusto job application, please reach out to candidate-