# Senior L&D Specialist **Company**: Gusto **Location**: Denver, CO - Hybrid; Las Vegas, NV - Remote; New York, New York, United States; Phoenix, AZ - Remote; San Francisco, CA - Hybrid **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $91,065/yr to $112,314/yr in Denver & most major metro locations, and $110,640/yr to $136,456/yr for San Francisco & New York **Category**: HR **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/gusto/jobs/8128422?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_48977534-63a ## Description At Gusto, we're on a mission to grow the small business economy. 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. **Facilitation** - Facilitate in-person, virtual, and hybrid learning sessions 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. - 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. **Instructional Design & Communications** - 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. **Program Management** - 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 CX Academy cohorts 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. **Stakeholder Management** - 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 and present actionable insights. - Communicates the value and limitations of AI-assisted solutions to stakeholders, ensuring transparency and alignment with organizational standards. **Data & Analytics** - Own the learning data strategy for key programs, using sophisticated data analysis to assess program effectiveness, identify trends, and provide strategic insights to leadership. - Lead data-driven decision-making by tracking key performance indicators (KPIs) such as learner progress, program impact, and ROI, using this data to continuously optimize learning experiences. - Support other team members in developing their data analysis skills, helping them to understand and apply the Kirkpatrick Model of Training Evaluation data to their own work. - 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. **Requirements** - 5+ years of L&D experience required - Ability to travel up to 50% of the time - Proactive, solution-oriented mindset with excellent organizational skills and attention to detail. - Adaptability and a passion for continuous learning and personal development in a fast-paced, dynamic environment. - Proven experience in learning program design, development, and facilitation across multiple knowledge areas. - Strong coaching skills, with the ability to mentor learners and participants as well as junior team members. - Expertise in managing end-to-end learning programs, including cohort management and continuous improvement. - Excellent stakeholder management skills, with a track record of building strong relationships and aligning learning initiatives with business goals. - Data-driven mindset, with the ability to analyze program outcomes and use insights for continuous enhancement. - Strategic thinker with a passion for driving business impact through learning and development. - Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively. - Strong communication skills, with the ability to engage and influence stakeholders at all levels. - ​​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. - Experience evaluating or implementing AI-enabled learning platforms. **Compensation** Our cash compensation amount for this role is $91,065/yr to $112,314/yr in Denver & most major metro locations, and $110,640/yr to $136,456/yr for San Francisco & New York. ## Skills ### Required - AI tools - Learning program design - Facilitation - Coaching - Stakeholder management - Data analysis - AI-enabled learning solutions --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gusto/jobs/8128422?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)