Senior L&D Specialist

Gusto, Inc.•Atlanta, GA

5d•$85,955 - $130,000•Hybrid

About The Position

Gusto’s Customer Experience Learning & Development team equips CX professionals with the skills they need to deliver an exceptional customer experience. The Senior L&D Specialist owns the new-hire learning program from design through results, facilitates cohorts in person and virtually, and partners with senior leaders to align learning with business priorities. The role calls for strong course design, facilitation, program management, stakeholder partnership, and data-driven continuous improvement. It also helps integrate AI-enabled approaches into learning programs, evaluating their value and measuring their results. The position combines facilitation, instructional design and communications, program management, stakeholder management, and learning analytics. The specialist leads complex learning initiatives, oversees multiple cohorts, maintains high-quality and strategically aligned content, and uses learner and business data to improve outcomes. The role also designs and evaluates AI-enabled learning solutions, uses modern AI tools and workflows, and ensures that automation supports empathetic, human-centered learning. Gusto has offices in Denver, San Francisco, and New York City, and its subsidiary Symmetry has an office in Scottsdale. Employees based in those locations are expected to work from the office on designated days approximately two to three days per week or more depending on the role. Approved work from other locations requires a secure, reliable, consistent internet connection. The role may require travel up to 50% of the time. Cash compensation is $85,955–$107,000 per year in Denver, Scottsdale, and Atlanta, or $110,640–$130,000 per year in San Francisco and New York; final offers depend on factors including location, experience, and expertise. Full-time employees receive competitive base pay, benefits, and equity (RSUs).

Requirements

At least 5 years of L&D experience.
Ability to travel up to 50% of the time.
Experience designing, developing, and facilitating learning programs across multiple knowledge areas, including creating learner-centered content from scratch.
Strong coaching skills, including the ability to mentor learners, participants, and junior team members.
Experience managing end-to-end learning programs, including cohort management, progress tracking, proactive outreach to at-risk learners, and continuous improvement.
Excellent stakeholder management skills and a track record of building relationships and aligning learning initiatives with business goals.
Ability to analyze program outcomes and use data to improve learning offerings.
Strong communication skills and the ability to engage and influence stakeholders at all levels.
Strategic thinking and a focus on business impact through L&D.
Excellent organizational skills, attention to detail, and a proactive, solution-oriented mindset.
Adaptability and a continuous learning mindset, including the ability to adjust programs in real time, incorporate feedback and data, and manage priorities in a fast-paced, ambiguous environment.
Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
Demonstrated experience designing, implementing, and evaluating AI-enabled learning solutions, and experimenting with AI in learning, communication, or content design.
Practical experience with modern AI tools and workflows used in L&D; familiarity with LLMs, prompt engineering, and APIs or integrations.
Familiarity with AI tools for content creation, data analysis, or learner engagement.
Ability to prompt and fine-tune AI tools to create high-quality, relevant, brand-aligned outputs.
Ability to balance automation with human creativity and maintain empathetic, human-centered learning experiences.
Experience evaluating or implementing AI-enabled learning platforms.

Responsibilities

Facilitate in-person, virtual, and hybrid learning sessions, including live new-hire cohorts, across multiple complex knowledge areas and for audiences at different levels.
Create inclusive, engaging learning environments that encourage critical thinking and real-world problem-solving.
Use interactive techniques, practical examples, and structured activities to reinforce learning objectives; provide real-time learner feedback and coaching.
Design and facilitate sessions that teach CX teams to use AI tools responsibly and effectively, and use AI-assisted tools to improve participation and personalization.
Lead course design and development, maintain content quality, and ensure learning materials align with evolving CX needs and strategic business goals.
Develop and manage communication strategies for learning initiatives in partnership with leaders and cross-functional teams.
Integrate AI-enabled design and authoring approaches to prototype, script, iterate, and improve curriculum, personalization, scalability, and learner engagement.
Manage complex learning programs end to end, including multiple new-hire cohorts such as CX Academy, and ensure program success and alignment with business outcomes.
Monitor learner progress and engagement, identify barriers to success, and coordinate proactive support for learners at risk.
Use learner and stakeholder feedback to continuously improve programs and learning offerings.
Operationalize AI tools to automate suitable administrative tasks and use AI-assisted tools for project tracking, communication, and reporting.
Build and maintain strategic relationships with senior stakeholders; consult with senior leaders and department heads on learning initiatives tied to organizational growth and CX effectiveness.
Influence and negotiate with stakeholders to align learning objectives with business needs, and represent CX L&D in strategic discussions.
Use AI-supported data visualization and summarization tools to synthesize stakeholder feedback and present actionable insights; communicate the value and limitations of AI-assisted solutions transparently.
Own learning data strategy for key programs; analyze effectiveness, trends, KPIs, program impact, and ROI to inform leadership and optimize learning experiences.
Help other team members develop data analysis skills and apply the Kirkpatrick Model of Training Evaluation.
Use AI-derived insights and analytics dashboards to personalize learning, identify trends and skill gaps, assess AI-enabled program effectiveness, and recommend program improvements.