AI / Automation & Governance Owner

<div class="content-intro"><p style="line-height: 1.2;"> </p> <hr> <p><strong>About Gusto</strong></p> <p><span style="font-weight: 400;">At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our </span><a href="https://gusto.com/about/careers/total-rewards"><span style="font-weight: 400;">Total Rewards philosophy</span></a><span style="font-weight: 400;">. </span></p></div><p><strong>About the Role:</strong></p> <p>This role requires a deep understanding of AI/ML lifecycle management, technical governance, and operational strategy. You will collaborate closely with leaders across all CXPI sub-teams (Data, Quality, WFM, and Tool Administration) and CX leadership to ensure our automation and AI initiatives adhere to enterprise standards, maintain long-term technical stability, and align with strategic CX goals.</p> <p><strong>About the Team:</strong></p> <p>As the AI / Automation & Governance Owner, you will be a strategic leader within the CX Planning & Insights (CXPI) team, reporting to the Head of Strategy and Tool Administration. You will be responsible for establishing and driving the foundational governance, standards, and technical stability for all internally built AI and automation tools supporting the CXPI organization. This role is critical to scaling our internal AI capabilities safely, efficiently, and responsibly.</p> <p><strong>Here’s what you’ll do day-to-day:</strong></p> <ul> <li>Develop, implement, and maintain guiding principles, policies, and a governance framework for how AI tools are created, maintained, and retired within CXPI.</li> <li>Build and maintain CXPI’s automation and AI systems, ensuring long-term technical stability, performance, and scalability across the organization.</li> <li>Define technical standards, design patterns, and best practices for AI/automation development, deployment, and monitoring, ensuring consistency and quality across all CXPI sub-teams.</li> <li>Create and manage a centralized repository and inventory for all internally developed AI models and automation artifacts, ensuring proper version control and accessibility.</li> <li>Partner with legal, compliance, and security teams to proactively identify, assess, and mitigate risks associated with AI development, ensuring ethical and regulatory compliance.</li> <li>Act as the subject matter expert, developing educational materials and providing guidance to CXPI developers and stakeholders on AI/automation standards and governance practices.</li> <li>Develop and maintain comprehensive documentation related to AI/automation architecture, governance policies, system roadmaps, and key decision logs.</li> <li>Establish and manage a prioritized backlog of AI and automation tools and needs, focusing on efforts with the highest customer impact.</li> <li>Design, develop, and maintain internal AI and automation tools, contributing to the CX organization's robust tool set.</li> <li>Write, maintain, and update your own code for both released and new automations. </li> </ul> <p><strong>Here’s what we're looking for:</strong></p> <ul> <li>5-7+ years of progressive experience in technical program mana ... (truncated, view full listing at source)