Principal Product Operations Manager

About Gusto At Gusto, we're 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 aren't separate tracks — they have to move together, and that's what Service Transformation Product Operations exists to ensure. As a Principal Product Operations Manager, you'll 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 — you'll drive strategy, build and deploy AI-powered workflows, and bring rigor, creativity, and a bias toward execution to problems that don't yet have obvious answers. About the Team: The mission of our Service Transformation (ST) team is to evolve and scale how Gu…