Senior Product Manager, Gusto
CX Platform
$153-230k
Salary varies depending on location of applicant
2-3 days a week in office
Automated payroll, benefits & HR platform
Open for applications
Automated payroll, benefits & HR platform
1001+ employees
Open for applications
$153-230k
Salary varies depending on location of applicant
2-3 days a week in office
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy which many SMB owners don’t have. The three co-founders of Gusto – all coming from small business backgrounds – collaborated on a Fintech company that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 200,000 customers and a multi-billion dollar valuation. In 2021, Gusto began acquiring other companies to strengthen its offering and its position in a competitive market, including two other fintech startups, Ardius and Symmetry.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. Although Gusto has found itself impacted by the macroeconomic situation, through the significant effect it has had on its clientele, the company still appears positive for the future after raising funds in 2023 that will see it reach key profitability benchmarks. It continues to consolidate its platform, for example by integrating with OpenComp to grant its users access to the company's Compensation Intelligence Platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.1m
Company benefits
- Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources
- Flexible vacation - Gusties are encouraged to take the time off they need to continue doing great work
- Fertility treatments, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more
- If you work at one of our homebases, enjoy food, drinks, and good conversation — on us
- Celebrate 5 or 10 years at Gusto and take a month off to recharge
- Take advantage of internet, phone, commuter, and wellness stipends each month, along with a WFH stipend and cash for anniversaries
Company values
- Embody a service mindset - Never stop advocating for the needs of others
- Dream big, then make it real - Be ambitious. Show and do, rather than tell and talk
- Be proud of the how - Ensure deep integrity in everything you do
- Embrace an ownership mentality - Take initiative to leave things better than you found them
- Debate then commit - Share openly, question respectfully, and once a decision is made, commit fully
Company HQ
Central Waterfront, San Francisco, CA
Articles
Leadership
Joshua Reeves
(CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo, a mobile self-service technologies company, in 2008. Co-founded Gusto in 2011.
Edward Kim
(Head of Engineering)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing, a printed photos company, in 2008. Co-founded Gusto in 2011.
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