Senior Learning & Development Specialist Denver, CO;Las Vegas, NV;Chicago, IL;Phoenix, AZ

About Gusto

Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.

Denver, CO; Las Vegas, NV; Chicago, IL; Phoenix, AZ

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 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 build a workplace that represents and celebrates the customers we serve.

About the Role

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

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.

Responsibilities

• Facilitation – Facilitate in‑person, virtual, and hybrid learning sessions across at least six distinct and complex knowledge areas, tailoring delivery for mid‑ and senior‑level participants.
• Lead inclusive learning environments that challenge participants to apply critical thinking and problem‑solving skills.
• Engage learners through interactive techniques, real‑world examples, and structured activities that reinforce course content.
• Provide real‑time feedback & coaching to learners.
• Design and facilitate sessions on responsible AI tool usage in daily workflows.
• Leverage AI‑assisted tools to enhance participation and personalization during live training.
• Instructional Design & Communications – Lead comprehensive course design efforts, driving innovation and continuous improvement in learning materials.
• Own content development and quality control for course updates.
• Develop high‑level communication strategies for learning initiatives, collaborating with leadership and cross‑functional teams.
• Integrate AI‑enabled design approaches into curriculum development.
• Program Management – Manage complex, high‑visibility learning programs from end to end, ensuring alignment with business outcomes.
• Oversee multiple CX Academy cohorts simultaneously.
• Monitor participant progress and engagement, proactively addressing barriers.
• Operationalize AI tools to automate program administration tasks.
• Stakeholder Management – Serve as a primary contact for high‑level stakeholders, building strategic relationships.
• Collaborate with senior leadership to design learning initiatives that support organizational growth.
• Use AI‑supported data visualization tools to synthesize stakeholder feedback.
• Data & Analytics – Own the learning data strategy for key programs, using sophisticated data analysis to assess program effectiveness.
• Track key performance indicators (KPIs) such as learner progress, program impact, and ROI.
• Leverage AI‑derived insights to personalize learning.

Qualifications

Compensation and Travel

Our cash compensation amount for this role is $85,000 / year to $101,000 / year in Phoenix and $91,000 - $107,000 / year in Denver, Las Vegas, and Chicago. Final offer amounts are determined by candidate location, experience, and expertise.

Travel up to 50% required.

Office Expectations

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations are 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.

Equal Opportunity

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.

Application Process

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