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Company

Gusto · 5 hours ago

Senior Product Manager, CX Platform

Miami-FTL Area

Full-time

Remote

Senior Level

$153K/yr - $230K/yr

5+ years exp

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Bookkeeping and PayrollEmployee Benefits

H1B Sponsor Likely

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Responsibilities

Ownership: Develop the vision and strategy for CX channels, routing and case handling with a bias for action. Actively listen and learn to form strong points of view, build consensus on the roadmap priorities balancing quality, efficiency, and cost.

North Star: Lead efforts to earn customer love, while balancing efficiency and scalability with new tools and AI integration

Collaborate: Collaborate with design, engineering, data, and operations teams to build AI/ML-powered tools that enhance efficiency, speed up response times, and improve customer satisfaction.

Drive Decisions: Adopt a customer-first approach, using strong analytical skills to make data-driven decisions. Run A/B tests and use insights to continually refine and enhance AI-driven experiences.

Stay abreast of advancements in AI/ML, cutting-edge technologies and innovations to inform and guide the long-term vision and strategy for customer experience at Gusto.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Product ManagementCustomer Experience (CX)AI/ML IntegrationData-Driven Decision MakingCross-Functional CollaborationStrategic Decision-MakingCustomer Service Knowledge

Required

5+ years in product management for consumer, enterprise platforms, or internal-facing products, with a focus on improving customer experience (CX) in fast-growing companies.

Strong commitment to understanding and advocating for customer needs, delivering solutions that enhance satisfaction and drive business success.

Adept at balancing long-term objectives with immediate successes and making informed, tough decisions that leverage both data and judgment, while inspiring and motivating teams.

Demonstrates genuine empathy for both team members and customers while being highly organized and execution-oriented, with a passion for learning and applying first principles thinking.

Proven ability to work effectively with cross-functional teams, with an ability to build trust, foster collaboration and influence without authority to achieve shared goals.

Preferred

Deep understanding of customer service and contact center operations, with a track record of translating customer needs into effective product features.

Benefits

Health Insurance

401(k)s

Company

Gusto

Glassdoor

3.2

Gusto is an HR and payroll platform that simplifies complex tasks, empowering businesses to focus on what matters most.

Founded in 2011

San Francisco, California, USA

1001-5000 employees

https://www.gusto.com

H1B Sponsorship

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Trends of Total Sponsorships

2023 (14)

2022 (31)

2021 (32)