About Gusto
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 Total Rewards philosophy.
About the Role:
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—and it all starts with creating impactful, data-driven learning experiences. We are seeking a highly skilled and motivated Senior Learning & Development Specialist to lead program design, facilitate learning in key areas, and manage stakeholder relationships to drive business success. The ideal candidate will have experience in robust course design, program management, and coaching, with a track record of delivering high-quality learning solutions in fast-paced environments.
About the Team:
This role is part of our Learning & Development team, within our Customer Experience organization. Our CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.
Here’s what you’ll do day-to-day:
Facilitation
- Design and facilitate sessions that teach CX teams how to use AI tools responsibly and effectively in their daily workflows.
- Leverages 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.
Instructional Design & Communications
- 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.
Program Management
- Operationalize AI tools to automate repetitive program administration tasks where appropriate
- Implements AI-assisted project tracking, communication, and reporting tools to streamline coordination and status visibility.
Stakeholder Management
- Uses AI-supported data visualization and summary tools to synthesize stakeholder feedback and present actionable insights.
- Communicates the value and limitations of AI-assisted solutions to stakeholders, ensuring transparency and alignment with organizational standards.
Data & Analytics
- Leverage AI-derived insights to personalize learning and measure AI-enabled program effectiveness.
- Leverages AI-powered analytics dashboards to identify learning trends, skill gaps, and opportunities for performance support.
- Translates AI-derived insights into clear, actionable recommendations for program optimization.
Here’s what we're looking for:
5+ years of Learning & Development experience, with proven success designing, facilitating, and improving programs.
Strong coaching and stakeholder management skills; builds alignment and engagement across teams.
Data-driven, strategic thinker who leverages insights to enhance learning effectiveness and business impact.
Experienced in managing end-to-end learning programs, including cohort oversight and continuous improvement.
Skilled communicator who thrives in dynamic, fast-paced environments with multiple priorities.
Hands-on with AI-enabled learning solutions, including design, implementation, and evaluation.
Proficient in AI tools, LLMs, and prompt engineering, balancing automation with human creativity to keep learning experiences empathetic and effective.
Our cash compensation amount for this role is $91,000 - $107,000/yearly in Denver & most major metro locations, and $110,000/yearly to $130,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.
Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.
Top Skills
Similar Jobs at Gusto
What you need to know about the Los Angeles Tech Scene
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
