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About the Role
This role sits at the intersection of service design and AI product design, shaping how Gusto delivers HR expertise to both small business owners and HR experts. You will design AI-assisted experiences in a domain where mistakes have legal consequences, requiring careful judgment and craft.
Responsibilities
- Shape the end-to-end experience of HR Assist, HR Partner Console, Compliance Intelligence, and HR Documents.
- Lead service design across the two-sided product, including journey maps, service blueprints, and operational handoffs.
- Make judgment calls about AI outputs, including when to ship, override, or involve a human.
- Define how trust, uncertainty, graceful failure, and human override appear across product surfaces.
- Co-lead product direction with PM, engineering, and data partners.
- Frame ambiguous problems and align partners around a clear direction.
- Conduct and direct research with customers and HR partners to validate experiences in a high-stakes compliance domain.
Requirements
- Shipped AI-powered experiences to production, demonstrating handling of uncertainty, errors, and human override.
- Experience in service design for two-sided products or multiple stakeholders, including journey mapping and service blueprinting.
- Ability to evaluate and direct AI-generated design and content, understanding the legal implications of errors in a compliance domain.
- Cross-functional judgment to co-lead direction with PM, engineering, and data.
- Comfort with ambiguity, framing problems, and advancing work without perfect information.
- 5+ years of product design experience owning shipped work in B2B SaaS.
- Proficiency in Figma and a modern design toolchain.
Skills
- AI product design
- Service design
- Journey mapping
- Service blueprinting
- AI governance
- AI experience design patterns
- B2B SaaS design
Location
- Denver
- San Francisco
- New York City
- Scottsdale
- Remote
Work Type
- Hybrid
- Remote
Experience Level
- 5+ years of product design experience
Salary/Compensations
- $146,000/yr to $183,000/yr in Denver & most remote locations
- $177,000/yr to $222,000/yr in San Francisco, Seattle & New York
Benefits
- Competitive base pay
- Benefits
- Equity (RSUs)
About the Company
- Gusto's mission is to grow the small business economy by handling payroll, health insurance, 401(k)s, and HR.
- Gusto supports more than 500,000 small businesses nationwide.
- Gusto is building a workplace that reflects the people they serve.
- AI is a fundamental part of how work gets done at Gusto.
Equal Opportunity
- Gusto is proud to be an equal opportunity employer.
- We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
- Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law.
- Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.