Senior Product Manager - Unified Service Platform

By the Numbers:

• Named #1 best software for small business of 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 equips small businesses with essential tools—Payroll, Benefits, Time Tracking, and Financial Products—backed by our Unified Service Platform (USP) team, who ensure customers get maximum value.

• The USP team powers Gusto’s ability to scale while maintaining top-tier customer satisfaction. We collaborate cross-functionally to build loyalty and earn customer trust.

• Join us to elevate our support and service experience, empowering teams to deliver seamless, efficient, and transformative customer experiences that go beyond expectations.

Here’s what you’ll do day-to-day:

• Ownership: Translate customer needs and market insights into a robust product strategy for differentiated services (eg priority support). Manage the entire product lifecycle, from initial concept and development to launch and continuous refinement. Drive revenue growth and improve customer engagement through strategic optimization of service offerings.

• North Star: Lead initiatives to enhance customer satisfaction and loyalty, balancing efficiency and scalability through innovative tools and AI integration.

• Collaborate: Work closely with design, engineering, data, and operations teams to develop and implement AI/ML-powered tools that improve customer experience, efficiency, reduce response times, and enhance customer satisfaction.

• Drive Decisions: Employ a customer-centric approach, leveraging strong analytical skills and data-driven insights to inform product decisions. Design and execute A/B tests to optimize product features and enhance the customer experience.

Here’s what we're looking for: 

• Experience: 5+ years of product management experience or adjacent roles, particularly in fast-growing companies, with a proven track record of improving customer experience (CX) and directly impacting revenue. 

• Customer-First Approach: Strong commitment to understanding customer needs and delivering solutions that increase satisfaction and revenue.

• 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.

• Bias for action: You combine empathy with strong organizational skills, executing projects effectively and always seeking to learn and apply 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.

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 $152,000/yr to $190,000/yr in Denver, and $184,000/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 also actively hiring for the following Hubs: Toronto, Canada and Seattle, WA. Our open roles will specify on the careers page and in the job description where the position is eligible for work.