Senior Manager, Agentic Strategy & Operations

About the role

We are building AI-powered, agentic workflows to transform how service operations scale, resolve customer needs, and maintain quality in high-stakes environments. As an AI Solutions Architect, you will own the end-to-end design and performance of these workflows in production.

Responsibilities

• Architect, prototype, and own end-to-end agentic service workflow frameworks, from scoping through production deployment and iteration
• Solve and assist targets, HITL protocols, override logic, and downstream quality safeguards
• Analyze SOPs, operational metrics and interaction data to identify and prioritize high-impact automation opportunities
• Design and implement multi-agent orchestration patterns across tools, data sources, and decision steps within a single end-to-end workflow
• Apply and influence AI platform capabilities in partnership with CoreX (Gusto's AI Platform team)
• Identify platform gaps, prototype workflow-level solutions, and partner with engineering to shape the primitives required for reliable, scalable AI systems
• Serve as the primary CX voice in Legal, Security, Compliance, and CoreX forums
• Strengthen evaluation frameworks and feedback loops to ensure quality, compliance, and continuous improvement
• Build ROI models to quantify workflow impact across efficiency, quality, and cost before and after deployment
• Represent workflow performance and risk to senior stakeholders with appropriate precision and brevity

Requirements

• 8+ years in operations, product, or AI roles with at least 2 years designing and deploying AI-assisted or agentic workflows
• Strong fluency with LLM systems, including prompt design, evaluation, and production behavior at scale
• Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations
• Experience designing human-in-the-loop (HITL) systems with clear escalation logic, override controls, and compliance-aware checkpoints
• Strong operational judgment: able to define and diagnose workflow metrics
• Proven track record influencing cross-functional stakeholders
• Familiarity with Responsible AI practices, governance, and risk management in production environments
• Proven ability to operate in high ambiguity, create clarity, and drive alignment across technical and non-technical audiences
• Deep systems thinking with a bias toward execution and measurable outcomes
• Deep empathy for small business customers and the employees who serve them

Qualifications

• Strong fluency with LLM systems, including prompt design, evaluation, and production behavior at scale
• Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations
• Experience designing human-in-the-loop (HITL) systems with clear escalation logic, override controls, and compliance-aware checkpoints
• Strong operational judgment: able to define and diagnose workflow metrics
• Proven track record influencing cross-functional stakeholders
• Familiarity with Responsible AI practices, governance, and risk management in production environments
• Proven ability to operate in high ambiguity, create clarity, and drive alignment across technical and non-technical audiences
• Deep systems thinking with a bias toward execution and measurable outcomes
• Deep empathy for small business customers and the employees who serve them

Skills

• Strong fluency with LLM systems, including prompt design, evaluation, and production behavior at scale
• Hands-on experience with agentic tooling, orchestration frameworks, or MCP-style integrations
• Experience designing human-in-the-loop (HITL) systems with clear escalation logic, override controls, and compliance-aware checkpoints
• Strong operational judgment: able to define and diagnose workflow metrics
• Proven track record influencing cross-functional stakeholders
• Familiarity with Responsible AI practices, governance, and risk management in production environments
• Proven ability to operate in high ambiguity, create clarity, and drive alignment across technical and non-technical audiences
• Deep systems thinking with a bias toward execution and measurable outcomes
• Deep empathy for small business customers and the employees who serve them

Benefits

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.

Pay

Cash compensation amount for this role is $133,470/yr to $173,511/yr in Denver & most major metro locations, and $157,145/yr to $204,289/yr for San Francisco & New York.

Schedule

Employees who are based in Gusto's physical office spaces in Denver, San Francisco, or New York City will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).