Principal Product Manager, Customer Onboarding

About the role

Gusto is a company dedicated to supporting small businesses. We handle essential tasks like payroll, health insurance, 401(k)s, and HR, allowing business owners to focus on their core operations and customers. Our company has a diverse workforce and is headquartered in Denver, San Francisco, and New York, with additional offices in other cities. We support over 500,000 small businesses and are committed to fostering a workplace that mirrors the values of our clients.

Responsibilities

• Own Gusto onboarding customer experiences related to driving conversion, especially experiences that assist customers navigate the complexities of Gusto payroll and expansion onboarding.
• North Star: Increase conversion of Gusto onboarding experience through experiences that simplify and clarify the overall and component specific onboarding process.
• Collaborate with the Gusto core experiences team, other growth teams, and various product teams associated with the onboarding, especially payroll, employee onboarding, state and federal tax registration.

Requirements

• 8+ years of Product Management experience with a proven track record of shipping successful products.
• Hands-on experience building and launching AI-powered customer experiences.
• Deep understanding of small business challenges, with the ability to identify, frame, and articulate SMB pain points effectively.
• Demonstrated ability to craft compelling, action-oriented messaging that resonates with small business audiences.
• Proven ability to work effectively across cross-functional teams including engineering, design, marketing, and sales.
• Strong design partnership skills with the ability to collaborate with designers to push creative boundaries.
• Excellent analytical and problem-solving capabilities with a data-informed approach to decision-making.

Qualifications

• Experience with AI tools relevant to your role and a willingness to grow your fluency as the technology evolves.

Skills

• Strong communication and collaboration skills.
• Ability to work in a fast-paced, agile environment.
• Knowledge of small business challenges and solutions.
• Experience with AI tools and technologies.

Benefits

• Competitive base pay, benefits, and equity (RSUs).
• Flexible work arrangements, including remote work options.
• Opportunities for professional growth and development.

Pay

The cash compensation amount for this role is $179,000/yr to $224,000/yr in Denver & most major metro locations, and $210,000/yr to $263,000/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.

Schedule

Employees are expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale. Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.