Head of Design, Unified Service Platform

At Gusto, we're on a mission to grow the small business economy.

We're looking for a Head of Design to lead the design team behind our Unified Service Platform (USP), which provides AI-driven support, multi-channel service, and human expertise to small businesses.

About the Role: As a people-leadership role, you'll lead, coach, and grow a small team of three designers spanning product design and conversation design. You'll be accountable for the quality, direction, and delivery of design across the platform.

Responsibilities:

• Lead, coach, and grow a team of three designers (product + conversation design)
• Own design direction and quality across USP
• Stay hands-on where it matters most, prototyping and designing high-leverage flows and artifacts
• Represent design on the USP quartet, co-leading product direction with PM, Engineering, and Data leaders
• Set the standard for AI-native service design
• Guide service design end-to-end, including journey mapping, blueprinting, and operational handoffs
• Champion an AI-native design practice, modeling and expecting fluency with AI-native tools
• Partner on hiring and team building as the team grows

Requirements:

• Experience managing and growing product designers
• Design leadership in ambiguity, setting direction and a high craft bar
• AI-product judgment in consequential domains, shipping AI-mediated experiences in production
• Service design depth, with real journey mapping and blueprinting on two-sided products
• Hands-on AI fluency, using AI-native tools and raising team fluency
• 12+ years of design experience, including 5+ years managing designers

Compensation Details: Our cash compensation range for this role is $204,000/yr to $238,000/yr in Denver & most remote locations, and $240,000/yr to $280,000/yr in San Francisco, Seattle & New York.