# CX Learning & Development Facilitation & Programs Manager **Company**: Gusto **Location**: Denver, CO;New York, NY;San Francisco, CA; Phoenix, AZ **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $138,365 - $169,000 in New York, NY & San Francisco, CA and $106,940 - $139,500 in Denver, CO and Phoenix, AZ **Category**: HR **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/gusto/jobs/7931398?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_22c2102a-6af ## Description About Gusto 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. About the Role Our CX Learning & Development team is shaping the future of how our teams learn and grow at Gusto. We're hiring a dynamic Learning & Development Manager to lead our team of facilitators and oversee the delivery and continuous improvement of high-impact learning programs. Key Responsibilities - People Empowerment - Manage and develop team members, providing regular coaching, feedback, and development opportunities to help them achieve their professional goals and deliver high performance. - Foster a culture of growth, collaboration, and inclusivity, ensuring team members feel supported and empowered to excel in their roles. - Conduct performance reviews, set clear expectations, and create individualized development plans that align with team and organizational goals. - Act as a mentor and role model, cultivating leadership skills in team members and ensuring alignment with Gusto’s People Empowerer (PE) philosophy. Facilitation & Design - Oversee facilitation strategy and program execution across multiple L&D offerings, including onboarding, upskilling & leadership development. - Drive quality, consistency, and scalability of cohort-based learning experiences. - Ensure facilitation methods align with Gusto’s values, program objectives, and audience needs. - Support in person, virtual, and hybrid facilitation efforts as needed, delivering impactful training sessions that align with program goals and learner needs. - Partner with the instructional design team to ensure high-quality, engaging course content that meets the needs of learners and the business. - Assist in crafting and managing communications for learning initiatives, ensuring clarity and alignment across programs. Program Management - Own multiple high-impact L&D programs, overseeing their end-to-end implementation, effectiveness, and continuous improvement. - Ensure program milestones, deliverables, and timelines are met while maintaining alignment with Gusto’s business objectives. - Collaborate with the team to refine program designs based on learner feedback, data insights, and evolving organizational priorities. - Drive operational efficiency by identifying and addressing challenges within program workflows, ensuring seamless execution and impact. Stakeholder Partnership - Act as a trusted advisor to key business stakeholders regarding facilitator effectiveness and learner outcomes. - Represent the facilitation function in strategic planning and retro discussions - Build and maintain strong relationships with cross-functional stakeholders, serving as a trusted partner to align L&D initiatives with broader business goals. - Represent the L&D team in strategic discussions with leadership, advocating for resources and influencing decisions to support team and organizational priorities. - Act as a primary contact for senior stakeholders, gathering feedback, addressing concerns, and ensuring programs drive measurable business impact. Continuous Improvement - Leverage feedback, data, and learner insights to improve program experiences. - Create a culture of reflection and experimentation within the facilitation team. - Support knowledge sharing and documentation across programs. - Contribute to annual planning cycles, ensuring the team’s work supports broader organizational strategies and goals. Requirements - 5+ years L&D experience with emphasis on facilitation and program management - Demonstrated leadership within the learning and development space - Skilled facilitator and presenter with passion for learner engagement - Experienced in managing complex, cohort-based learning programs at scale - Strong stakeholder management, relationship-building, and influence skills - Data-informed decision-maker with expertise in performance metrics - Effective communicator and collaborator across teams and levels - Flexible contributor, able to support all aspects of the L&D lifecycle - Willing to travel up to 50% - A passion for fostering a positive, inclusive, and growth-oriented team culture. - AI-fluent in practice, not just in theory; you use AI tools consistently in your day-to-day workflow to accelerate copy, program design, and analysis, and you're building toward systematizing those habits for your team. - ​​Demonstrated experience designing, implementing, and evaluating AI-enabled learning solutions. - Demonstrated experimentation with AI applications in learning, communication, or content design. - Technical and AI-related skills: - Practical experience with modern AI tools and workflows used in L&D. - Familiarity with LLMs, prompt engineering, and APIs/integrations. - Familiarity with AI tools that support content creation, data analysis, or learner engagement. - Ability to prompt and fine-tune AI tools to produce high-quality, relevant, and brand-aligned outputs. - Skilled in balancing automation with human creativity, ensuring learning experiences remain empathetic and human-centered. The cash compensation range for this role is $138,365 - $169,000 in New York, NY & San Francisco, CA and $106,940 - $139,500 in Denver, CO and Phoenix, AZ. ## Skills ### Required - L&D experience - facilitation and program management - leadership within the learning and development space - skilled facilitator and presenter - complex, cohort-based learning programs at scale - stakeholder management - relationship-building - influence skills - data-informed decision-maker - performance metrics - effective communicator and collaborator - flexible contributor - AI-fluent in practice - AI-enabled learning solutions - LLMs - prompt engineering - APIs/integrations - content creation - data analysis - learner engagement - balancing automation with human creativity --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gusto/jobs/7931398?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)