Ariel Levi

About Ariel Levi

AI Platform & Automation Product Leader (Ex-Amazon) building enterprise-scale orchestration, multi-agent systems, and 0→1 AI platforms. I design systems that blend retrieval, reasoning, workflow automation, and human-in-the-loop (HITL) augmentation to power intelligent, scalable operations across products and teams.My work spans agentic AI, orchestration engines, LLM-powered workflows, and internal tools that accelerate operations. Across roles, my focus is consistent: reduce friction, improve accuracy, and enable faster, more intelligent decision-making through foundational AI platforms.Gusto — AI Platform for CX WorkflowsI lead Gusto’s CX Platform for Live Support (Support Tools) — owning the strategy, roadmap, and development of the tools used by customer support representatives across chat and phone. As part of this scope, I built Copilot, a real-time, context-aware AI Assist platform embedded in the support console that follows the customer and representative through the live journey, blending orchestration, RAG workflows, guidance, and automated actions to reduce cognitive load and improve speed, quality, and consistency. I built the platform 0→1+, delivering measurable gains in AHT, CSAT, and resolution speed — and Copilot now anchors Gusto’s enterprise AI roadmap for CX automation.Amazon — Customer Engagement Technology (CET)I led key components of Amazon’s Self-Service Automation (SSA) platform — one of the world’s largest customer-facing AI automation platforms, autonomously resolving tens of millions of chat and voice support interactions across Amazon businesses. I introduced a GenAI-driven orchestration engine that replaced legacy rules-based logic with multi-turn, context-aware autonomous resolution, improving intent detection, lifting automation, and increasing CSAT globally.Amazon — PrimeFor the Future of Prime initiative, I conceived and prototyped new benefit experiences, including early versions of a proactive Prime AI assistant guiding members across Amazon’s ecosystem — shaping long-term strategy for benefit discovery, engagement, and subscription optimization, and contributing to S-team–sponsored investments in Amazon’s Digital Acceleration organization.Across industries — AI/Platform SaaS, cybersecurity, fintech, developer tools, and CX — I build platforms that improve decision-making and scale intelligently through GenAI and automation. My mission is to build next-generation enterprise AI platforms where agentic, orchestrated, and HITL systems drive meaningful customer outcomes and business leverage at scale.

Experience

1. Principal Product Manager Ai Agent Assist Platform

   Gusto

   Jan 2024 — Present · Seattle, WA, US

   Principal Product Manager owning Gusto’s AI Agent Assist Platform (Copilot) — the real-time, context-aware AI orchestration and assist layer used by customer support representatives across chat and phone. I lead the 0→1+ development of Copilot, defining the North Star vision, platform capabilities, and multi-phase roadmap, and taking it from proof of concept to a scalable production platform that reduces cognitive load, improves resolution accuracy, and accelerates support operations. Copilot now underpins Gusto’s current and future CX automation and human-in-the-loop (HITL) strategy.Impact• Delivered measurable improvements in AHT, CSAT, ART, and FCR• Enabled context preservation, intent prediction, insight surfacing, and guided resolution via LLM-powered workflows• Reduced cognitive load and improved decision quality for support representatives• Introduced automated actions and workflow triggers across internal systemsLeadership & Scope• Partnered across Engineering, ML, Data Science, and UX to design platform patterns and scalable capabilities• Led API design, integration strategy, and agent-console UX prototyping• Drove alignment with CX leadership, AIM teams, and internal stakeholders for platform adoption and continued investment• Advanced Gusto’s CX automation roadmap through orchestration and HITL augmentation

Education

• Northwestern University - Kellogg School of Management

  Master of Business Administration - MBA

• York University

  Bachelor of Arts, Sociology & Mass Communications

• Tel Aviv University

  Bachelor of Arts - BA

Skills

• Management
• Team Leadership
• Consulting
• Pricing Strategy
• Customer Service
• Strategic Partnerships
• Analytics
• Business Strategy
• Market Research
• Business-to-Business (B2b)
• Loyalty Marketing
• Data Analysis
• Product Marketing
• Business Development
• Sales
• Digital Marketing
• Negotiation
• Marketing Management
• Strategic Planning
• Account Management
• Leadership
• Product Development
• Analysis
• Marketing Communications
• Strategy
• E-Commerce
• Business Intelligence
• Customer Relationship Management (Crm)
• Product Management
• Portfolio Management
• Customer Experience
• Cross-Functional Team Leadership
• Marketing Strategy
• New Business Development
• Business Planning
• Program Management