About The Role

Join Gusto, a company dedicated to transforming service operations through AI-powered workflows. As a Senior Manager of Agentic Strategy & Operations, you will design, prototype, deploy, and continuously improve AI-driven systems that directly impact customer experience and operational efficiency. You will work at the intersection of AI governance, service quality, and operational transformation, and play a key role in shaping the evolution of our AI platform.

Architect, prototype, and own end-to-end agentic service workflow frameworks, from scoping through production deployment and iteration.
Analyze SOPs, operational metrics and interaction data to identify and prioritize high-impact automation opportunities based on volume, risk, and customer impact.
Design and implement multi-agent orchestration patterns across tools, data sources, and decision steps within a single end-to-end workflow.
Familiarity with Responsible AI practices, governance, and risk management in production environments
8+ years in operations, product, or AI roles — with at least 2 years designing and deploying AI-assisted or agentic workflows
Deep empathy for small business customers and the employees who serve them
Proven ability to operate in high ambiguity, create clarity, and drive alignment across technical and non-technical audiences
Proven track record influencing cross-functional stakeholders — including Product, Engineering, Legal, Security, and Compliance — in writing, in design reviews, and in high-stakes forums
Working knowledge of multi-agent systems and tool coordination
Strong operational judgment: able to define and diagnose workflow metrics
Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations — conceptual familiarity is not sufficient at this level
Experience designing human-in-the-loop (HITL) systems with clear escalation logic, override controls, and compliance-aware checkpoints
Strong systems thinking with a bias toward execution and measurable outcomes
Strong fluency with LLM systems, including prompt design, evaluation, and production behavior at scale

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