Principal Product Operations Manager

Join Gusto as a Principal Product Operations Manager, where you'll shape the strategy for new product launches and service design, leveraging AI to enhance the customer experience. You'll work cross-functionally with Product, CX, Engineering, Legal, and GTM, driving execution and improving existing products while ensuring a seamless service experience.

• Shape and drive strategy at the intersection of Gusto's Product and Service orgs, working closely with Engineering, Design, Product Management, and Customer Experience.
• Own the end-to-end CX strategy and implementation for net-new product and service launches, ensuring every new capability meets Gusto's rigorous service standards.
• 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.
• 9+ years of relevant experience in product operations, service design, business operations, strategy, or program management — ideally at a company where you were building or improving a product and service simultaneously
• Highly adaptable and able to create structure in ambiguous environments. You've built the plane while flying it before, and that energizes rather than exhausts you
• Proven ability to own and improve complex, cross-functional launch or release processes — you know what it takes to bring a product to market well and have built the coordination systems to make it repeatable
• Experienced at influencing senior stakeholders across Product, Engineering, CX, Legal, and Compliance — in writing, in design reviews, and in high-stakes forums
• Experience leading through change — whether guiding a team, driving an organizational transformation, or helping others adapt to new systems and ways of working
• Strong results-orientation with the ability to extract and interpret data to identify trends and influence decisions — comfortable doing this with or without AI assistance, and fluent in knowing which approach fits the moment
• Demonstrated track record working at the cutting edge of AI implementation over the last two to three years — you've built agentic workflows, automated service or operational processes using AI tooling, or designed AI-assisted systems in production. You're not learning to do this; you've done it
• Experience with service design or service blueprinting — you understand how to map a customer journey end-to-end, identify failure points, and design systems that hold up at scale
• Deep empathy for small business customers and a genuine obsession with making their experience better