Own and improve Gusto's AI-first service intelligence layer across voice, chat, and email. Define intent understanding, escalation/handoff, context ingestion, and knowledge retrieval. Build models, evals, and monitoring; iterate rapidly; dismantle legacy workflows; collaborate with GTM, Sales, and Service; and track metrics (solve rate, satisfaction, escalation accuracy, handle time, customer effort) to drive seamless customer resolutions and operational efficiency.

Lead cross-functional product and service strategy to scale Gusto's customer experience, design end-to-end service blueprints, and build AI-powered workflows. Drive go-to-market and launch processes, provide data-driven insights, influence senior stakeholders, and lead initiatives from strategy through execution to improve service reliability and automation.