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Our mission is Autonomy for All , making programming accessible, collaborative, and powered by AI.</p>\n<p>This role owns how Replit understands its customers across every touchpoint. You&#39;ll build the analytics and intelligence layer that spans marketing performance, customer signals, and support , turning massive volumes of behavioural data, feedback, and interaction signals into insights that drive growth, retention, and revenue.</p>\n<p>You will:</p>\n<ul>\n<li>Design and analyse marketing experiments across paid, lifecycle, and content channels; optimise CAC, LTV, and ROAS</li>\n<li>Build multi-touch attribution and marketing mix models to understand what&#39;s driving growth</li>\n<li>Synthesise customer signals , support tickets, social, reviews, CSAT , into automated intelligence that reaches the teams who need it</li>\n<li>Build churn and retention models to identify at-risk users and inform lifecycle intervention strategies</li>\n<li>Define and maintain customer segmentations and personas that drive targeting, messaging, and product decisions</li>\n<li>Build the analytical foundation for Voice of the Customer , connecting qualitative feedback signals to quantitative behaviour data at scale</li>\n<li>Detect emerging product issues and bugs faster by surfacing support signal early enough to shape engineering priorities</li>\n<li>Optimise automation and deflection to reduce support load and improve self-serve resolution rates</li>\n<li>Build the measurement foundation to fully optimise ROI across all support activities</li>\n<li>Use LLMs and agentic workflows to analyse unstructured data at scale and automate recurring analysis</li>\n<li>Create automated reporting that puts key metrics to inform the company</li>\n</ul>\n<p>Required Skills and Experience:</p>\n<ul>\n<li>6+ years of experience in data science with a focus on marketing, growth, or customer analytics</li>\n<li>Strong SQL skills and experience with large-scale event-level user behaviour data; 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We handle the hard stuff , payroll, health insurance, 401(k)s, and HR , so owners can focus on their craft and their customers.</p>\n<p>With teams in Denver, San Francisco, and New York, we support more than 400,000 small businesses nationwide and are building a workplace that reflects the people we serve.</p>\n<p>All full-time employees receive competitive base pay, benefits, and equity (RSUs) , because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.</p>\n<p>AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.</p>\n<p>About the Role:</p>\n<p>Gusto is scaling our AI-powered risk function to support a complex, multi-entity business operating in highly regulated environments. As the Enterprise Risk Management Lead, you will own and operate Gusto&#39;s Enterprise Risk and Third Party Risk Management programs , built AI-first, designed to scale, and built to enable the business to move fast without breaking things.</p>\n<p>This is a People Empowerer (manager) role. You balance hands-on program leadership with managing and developing a team of compliance professionals. You navigate the tension between &quot;doing the work&quot; and &quot;leading the work&quot; , contributing directly to complex, high-impact programs while ensuring your team delivers with excellence.</p>\n<p>You are a change agent who influences how automated risk management gets done at Gusto, models AI-enabled ways of working, and helps others grow their own capabilities in the process.</p>\n<p>You will champion the adoption of AI, machine learning, and process automation across risk monitoring, control testing, incident management, and reporting , and you will partner with Product, Data Science, and Engineering to make it explainable, adopted, compliant, and scalable.</p>\n<p>Here’s what you’ll do day-to-day:</p>\n<p>You manage initiatives that are complex in both scope and impact, influencing the strategic direction of Gusto&#39;s compliance risk management framework.</p>\n<p>You apply a deep understanding of the regulatory landscape and how it intersects with Gusto&#39;s business model to proactively design and lead cross-functional risk programs.</p>\n<p>You translate complex risk topics into clear, actionable guidance that senior leaders can immediately understand and operationalize.</p>\n<p>You lead cross-functional working groups, align divergent perspectives, and drive cohesive progress toward shared goals , with minimal oversight.</p>\n<p>As a PE, you balance individual risk and compliance contribution with team leadership.</p>\n<p>You manage operations, professional development, resource allocation, and performance , while staying close enough to the work to be a credible, hands-on partner to your team and stakeholders.</p>\n<p>You model responsible AI use, and act as a source of knowledge and mentorship , supporting your team&#39;s AI journey and helping others apply it responsibly and effectively.</p>\n<p>AI-Enabled Risk Operations, Innovation &amp; Transformation</p>\n<p>This is how you and your team operate , not a side project.</p>\n<ul>\n<li>Champion the adoption of AI, machine learning, process automation, and advanced analytics to improve risk monitoring, control testing, and reporting across ERM, TPRM, and broader compliance functions</li>\n</ul>\n<ul>\n<li>Lead the integration of AI and automation into every phase of the risk lifecycle: vendor assessments, document ingestion and analysis, continuous monitoring and alerting, risk scoring, prioritization, and trend analysis</li>\n</ul>\n<ul>\n<li>Build intelligent risk monitoring and evaluation systems , including auto-tagging for risk issues, audit requests, and regulatory changes , that improve real-time visibility and eliminate manual effort across the enterprise risk portfolio</li>\n</ul>\n<ul>\n<li>Drive the digitalization of risk tools including RCSAs, KRIs, incident reporting, and audit tracking , transforming periodic, reactive processes into continuous intelligence systems with live leading and lagging indicators that enable real-time 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You&#39;ll shape how our AI agent communicates,its tone, structure, handoff logic, and interaction flow,while also building the backend scaffolding that enables it to take real action on behalf of users.</p>\n<p>The goal isn&#39;t just an AI that answers questions; it&#39;s an AI that resolves issues end-to-end: processing refunds, managing subscriptions, verifying account details, and routing complex cases to the right humans at the right time.</p>\n<p>Working as part of our AI Support function, you&#39;ll execute on the Fin optimisation roadmap,configuring AI behaviours, building integrations that expand what Fin can do, designing conversation flows that create a seamless customer experience, and maintaining the automated workflows that power our support operation.</p>\n<p><strong>Responsibilities</strong></p>\n<ul>\n<li>Design and optimise conversation flows, triage logic, and handoff behaviours that create seamless transitions between AI and human support across different customer segments</li>\n<li>Configure and maintain Fin&#39;s Guidance rules and Attributes to improve AI response quality, tone, and inbound categorisation</li>\n<li>Build and maintain integrations between Fin and external systems (Stripe, status page, etc.) that enable the AI agent to take action on behalf of users,processing refunds, fetching subscription details, surfacing incident status, and more</li>\n<li>Design, implement, and troubleshoot automated workflows for refunds, subscription management, and other transactional support actions, including guardrails, validation logic, and exception handling to ensure safe and reliable execution</li>\n<li>Own Fin over email setup and maintenance, ensuring consistent AI support quality across channels</li>\n<li>Contribute to AI support effectiveness monitoring by tracking resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities</li>\n<li>Provide input on the Fin optimisation roadmap based on hands-on experience with configuration, capability gaps, and conversation analysis</li>\n<li>Partner with the AI Support Systems team on technical dependencies where Fin capabilities intersect with help desk infrastructure</li>\n</ul>\n<p><strong>You might be a good fit if you:</strong></p>\n<ul>\n<li>Have 3+ years of experience in support operations, support engineering, chatbot/AI agent configuration, or similar roles in a technology company</li>\n<li>Have hands-on experience configuring AI agents, chatbots, or automation tools,ideally within Intercom, Zendesk, or similar platforms</li>\n<li>Think in terms of conversation design: you naturally consider how tone, structure, and flow shape the customer experience, not just whether the right answer gets delivered</li>\n<li>Are technically comfortable working with integrations, APIs, and workflow builders without needing engineering support for every change</li>\n<li>Understand that enabling an AI agent to take action requires careful attention 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agent or similar AI support tools</li>\n<li>A background in conversation design, UX writing, or content design for conversational interfaces</li>\n<li>Experience building or managing automated workflows that handle transactional actions (refunds, subscription changes, account modifications)</li>\n<li>Familiarity with support metrics frameworks (automation rates, deflection, CSAT) and how operational decisions connect to business outcomes</li>\n<li>Experience working with Stripe integrations or payment/subscription systems</li>\n<li>Background in support engineering or technical support operations</li>\n</ul>\n<p><strong>Logistics</strong></p>\n<p>Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices. Visa sponsorship: We do sponsor visas! However, we aren&#39;t able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you&#39;re interested in this work. We think AI systems like the ones we&#39;re building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you&#39;re ever unsure about a communication, don&#39;t click any links,visit anthropic.com/careers directly for confirmed position openings.</p>\n<p><strong>How we&#39;re different</strong></p>\n<p>We believe that the highest-impact AI research will be big science. 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