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
• Lead through ambiguity and rapid change

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 — including Product, Engineering, Legal, Security, and Compliance — in writing, in design reviews, and in high-stakes forums
• 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 — including Product, Engineering, Legal, Security, and Compliance — in writing, in design reviews, and in high-stakes forums
• 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 — including Product, Engineering, Legal, Security, and Compliance — in writing, in design reviews, and in high-stakes forums
• 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

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.