Senior L&D Specialist

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

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.

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.

Our CX Learning & Development team is dedicated to building an exceptional customer experience by equipping our CX professionals with the skills they need to thrive. This role carries real scope and visibility in a fast-paced environment. You will own our new hire program from design through results, facilitate live cohorts both in person and virtually, and work directly with senior leaders to align learning with business priorities. We are looking for someone with a proven record in robust course design, live facilitation, program management, and stakeholder partnership, who uses data to measure impact and continuously improve what they build. You will also help integrate AI-enabled approaches into our learning programs, evaluating where they add value and measuring the results.

This role is part of our Learning & Development team, within our Customer Experience organization. Gusto’s CX organization is the linchpin of a world-class customer experience, with industry-leading NPS and more than 500,000 customers who rely on us for payroll, benefits, and HR. With their passion, insight, and customer advocacy, the CX team keeps small businesses running with confidence, and our L&D team makes sure every person on it is set up to do their best work. We strive to positively influence millions of businesses and hundreds of millions of employees across the country.

• Facilitate in-person, virtual, and hybrid learning sessions, including live new hire cohorts, across at least six distinct and complex knowledge areas, demonstrating a deep understanding of subject matter and the ability to tailor delivery for various audience levels, including mid & senior leadership participants.
• Take the lead in creating an inclusive and dynamic learning environment that challenges participants to apply critical thinking and problem-solving skills in real-world scenarios.
• Actively engage learners through interactive techniques, real-world examples, and structured activities that reinforce course content and objectives.
• Provide feedback & coaching to learners in real-time, offering guidance and support to enhance their understanding and skills development.
• Design and facilitate sessions that teach CX teams how to use AI tools responsibly and effectively in their daily workflows.
• Leverage AI-assisted tools to enhance participation and personalization during live training.
• Uses insights from AI-driven learning platforms to tailor discussions, provide targeted feedback, and reinforce learning outcomes.

• Lead comprehensive course design efforts, driving innovation and continuous improvement in learning materials and methods to ensure they meet the evolving needs of the CX team and broader business.
• Take full ownership of content development, acting as the final point of quality control for course content updates and ensuring that all learning materials are aligned with strategic business goals.
• Develop and manage high-level communication strategies for learning initiatives, collaborating with leadership and cross-functional teams to ensure alignment and stakeholder buy-in.
• Integrate AI-enabled design approaches into curriculum development to improve personalization, scalability, and learner engagement.
• Uses AI-enabled authoring tools to rapidly prototype, script, and iterate on training materials.

• Manage complex, high-visibility learning programs from end to end, with full accountability for program success, continuous improvement, and alignment with business outcomes.
• Oversee multiple new hire cohorts, including CX Academy, simultaneously, ensuring efficient cohort management and providing strategic guidance on program implementation and learner success.
• Monitor participant progress and engagement, proactively identifying and addressing potential barriers to success.
• Identify and drive improvements across programs, utilizing feedback from participants and stakeholders to evolve learning offerings and ensure continued alignment with business goals.
• Operationalize AI tools to automate repetitive program administration tasks where appropriate.
• Implement AI-assisted project tracking, communication, and reporting tools to streamline coordination and status visibility.

• Serve as a primary contact for high-level stakeholders, developing and maintaining strategic relationships to ensure learning programs are aligned with business priorities.
• Collaborate with senior leadership and department heads, providing expert consultation to design learning initiatives that directly support organizational growth and CX effectiveness.
• Influence and negotiate with stakeholders at all levels, ensuring alignment between learning objectives and business needs, while also representing the voice of the CX L&D team in broader strategic discussions.
• Use AI-supported data visualization and summary tools to synthesize stakeholder feedback