Senior Product Manager, CX Platform

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.By the Numbers:• Named #1 best software for small businessof 2024 by G2• 2,700+ employees in the United States, Canada, Mexico, and Turkiye and growing• Over $500M in annual revenue• The SMB market is large (and growing!) with huge opportunities for Gusto to make an incredible impact for SMBs• There are 6.2M employers in the US, 98% have fewer than 100 employees (1)• 550,000 new businesses are created each year in the US (1)What Product Management is like at Gusto:• We’re looking for high-autonomy, entrepreneurial Product Managers to come build high-impact solutions for small businesses and their employees. We believe in high-ownership Product Managers who operate like business owners - owning an entire roadmap end to end and shipping product all the way from strategy through to the nitty gritty details (some describe this kind of role as a “GM” type role).• Our Product team is lean, which means you’ll have a high degree of impact and ownership.• We’re here to serve small and medium businesses. Gusto has a strong mission-driven culture, and we care deeply about lifting up these business owners.About the Team:• Gusto provides essential tools for small businesses—Payroll, Benefits, Time Tracking, and Financial Products—supported by our CX (Customer Experience) teams, who help customers troubleshoot and get the most value from each product.• The CX Platform team is key to scaling Gusto's services with high satisfaction across hundreds of thousands of customers. Our team collaborates with diverse, cross-functional partners to earn customer love and build loyalty.• As part of this team, you’ll enhance our service experience, enabling all teams to deliver seamless, efficient, and transformative service that anticipates and exceeds customer expectations.Here’s what you’ll do day-to-day:*** ***• Ownership: Develop the vision and strategy for CX channels, routing and case handling with a bias for action. Actively listen and learn to form strong points of view, build consensus on the roadmap priorities balancing quality, efficiency, and cost.• North Star: Lead efforts to earn customer love, while balancing efficiency and scalability with new tools and AI integration• Collaborate: Collaborate with design, engineering, data, and operations teams to build AI/ML-powered tools that enhance efficiency, speed up response times, and improve customer satisfaction.• Drive Decisions: Adopt a customer-first approach, using strong analytical skills to make data-driven decisions. Run A/B tests and use insights to continually refine and enhance AI-driven experiences.• Stay abreast of advancements in AI/ML, cutting-edge technologies and innovations to inform and guide the long-term vision and strategy for customer experience at Gusto.Here’s what we're looking for:• Experience: 5+ years in product management for consumer, enterprise platforms, or internal-facing products, with a focus on improving customer experience (CX) in fast-growing companies.• Customer-Centric: Strong commitment to understanding and advocating for customer needs, delivering solutions that enhance satisfaction and drive business success.• Strategic Decision-Making: Adept at balancing long-term objectives with immediate successes and making informed, tough decisions that leverage both data and judgment, while inspiring and motivating teams.• Empathetic and Organized: Demonstrates genuine empathy for both team members and customers while being highly organized and execution-oriented, with a passion for learning and applying first principles thinking.• Communication and Collaboration: Proven ability to work effectively with cross-functional teams, with an ability to build trust, foster collaboration and influence without authority to achieve shared goals.• [Bonus] Customer Experience Knowledge: Deep understanding of customer service and contact center operations, with a track record of translating customer needs into effective product features.If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.Our cash compensation amount for this role is $153,000/yr to $191,000/yr in Denver & most major metro locations, and $186,000/yr to $230,000/yr for San Francisco, Seattle & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.Where do PMs at Gusto work?We have offices in Denver, San Francisco, and New York and have remote team members across the US and Canada. We are actively hiring for the following Centers of Gravity: Toronto, Canada, Atlanta, GA, Austin, TX, Chicago, IL, Denver, CO, Los Angeles, CA, Miami, FL, and Seattle, WA. Our open roles will specify on the careers page and in the job description where the position is eligible for work.• (1)* Business Applications with Planned Wages (www.census.gov)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. 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.Gusto takes security and protection of your personal information very seriously. 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