Principal Product Operations Manager

About Gusto

At Gusto, were 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.

About the Role

At Gusto, building a great product and delivering a great service arent separate tracks — they have to move together, and thats what Service Transformation Product Operations exists to ensure

As a Principal Product Operations Manager, youll 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 — youll drive strategy, build and deploy AI-powered workflows, and bring rigor, creativity, and a bias toward execution to problems that dont yet have obvious answers.

About the Team

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 Gustos 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 todays 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.

Here’s what you’ll do day-to-day

Shape and drive strategy at the i