The opportunity
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.
What you'll do
Own intake and triage: Run the AI-powered intake system that classifies, routes, and prepares incoming work. Determine the right path for each request and improve the system over time.
Run pilot governance: Ensure every pilot follows a clear structure with defined success metrics, checkpoints, and outputs. Use AI-driven workflows to manage execution and produce recommendations to scale, iterate, or stop.
Raise design quality: Pressure-test hypotheses, refine success criteria, and hold Pilot Leads accountable to standards. Improve the quality of work across the system without taking ownership away from teams.
Build and improve the system: Extend the existing agent and automation architecture across the Labs lifecycle, including intake routing, workflow execution, evidence synthesis, and readout generation. Increase speed, scope, and reliability over time.
Solve systemic problems: Identify inefficiencies in how operational change moves through the organization and convert repeatable problems into scalable, AI-powered workflows.
Drive decision-making: Develop analytical approaches and produce clear, evidence-based narratives that align stakeholders across product and CX and influence leadership decisions.
What they're looking for
- Lead cross-functional work: Own coordination across product, engineering, operations, enablement, and business partners. Manage complexity, align stakeholders, and deliver measurable outcomes.
- Create clarity in ambiguity: Lead discussions on complex operational and product topics, helping teams converge on decisions and next steps.
- Produce leadership-ready outputs: Deliver structured readouts, post-mortems, and recommendations using AI to generate and validate evidence efficiently.
- Shape the future of Labs: Use what you build and learn to inform the long-term operating model, team structure, and investment strategy for Benefits Labs.
