<p>What Product Management is like at Gusto:</p> <ul> <li>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). </li><li>Our Product team is lean, which means you'll have a high degree of impact and ownership. </li><li>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. </li></ul> <p>About the Role:</p> <p>Join our Unified Service Platform team as a Staff Product Designer and help redefine how we deliver exceptional customer support. You'll craft seamless, intuitive experiences that empower customers to get the help they need, quickly and confidently. With AI at the forefront, you'll explore innovative ways to enhance the end-to-end support journey, from smart self-service to live agent interactions. You'll collaborate closely with data science and customer experience teams to align on insights and strategy. As we expand our focus on delivering scalable, personalized support experiences, this is a unique opportunity to shape a growing product area and make a meaningful difference for small businesses.</p> <p>About the Team:</p> <p>Gusto equips small businesses with essential tools like Payroll, Benefits, Time Tracking, and Financial Products, all backed by our CX teams, who ensure customers get maximum value. The Unified Service Platform team's mission is to build AI-driven solutions that transform customer touchpoints into fast, efficient, and delightful experiences that empower our customers and support teams to make informed decisions and get help throughout the customer lifecycle.</p> <p>Here's what you'll do day-to-day:</p> <ul> <li>Design intuitive, scalable customer support experiences that foster confidence and satisfaction while reducing friction across channels. </li><li>Champion user-centered, empathetic design thinking to craft seamless support journeys, integrating AI to drive personalization and efficiency. </li><li>Collaborate closely with product, engineering, data, and operations to shape and deliver customer-facing tools and systems that make support simple and effective. </li><li>Use research, usability testing, and data insights to inform design decisions and iterate quickly through prototyping and experimentation. </li><li>Stay curious by keeping up with advancements in AI, emerging technologies, and best practices to help define the future of support and self-service. </li></ul> <p>Here's what we're looking for:</p> <ul> <li>5-7+ years of experience in full-stack product design, with a strong focus on customer-facing experiences, support journeys, or AI-powered products. </li><li>Proven experience designing for complex, interconnected customer systems and multi-channel support flows. </li><li>Strong communication and collaboration skills, especially within cross-functional teams. </li><li>Demonstrated ability to translate research and insights into thoughtful, accessible design solutions. </li><li>Familiarity with service design principles and user-centered methodologies. </li><li>Experience identifying and prioritizing high-impact opportunities that influence product roadmaps. </li><li>Ability to mentor and coach other designers. </li><li>HR, Payroll, Healthcare, Fintech, or AI industry experience is a plus. </li></ul> <p>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.</p>