CX Learning & Development Manager

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. This role will focus on people management, facilitation strategy, cohort experiences, and program delivery to ensure every learning moment is engaging, effective, and inclusive.

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:

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 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.

Here's what we're looking for:

• 5+ years of L&D experience with strengths in facilitation, program management, and cohort-based learning at scale

• Proven leadership in developing high-performing teams, emphasizing coaching, empowerment, and inclusive team culture

• Skilled in stakeholder management, cross-functional collaboration, and aligning learning initiatives with business goals

• Experienced in data-informed decision-making, leveraging performance metrics to optimize learning outcomes

• Strong communicator and facilitator, passionate about learner engagement and adaptable across the full L&D lifecycle

Our cash compensation amount for this role is $113,190/yearly to $134,475/yearly in Denver & most major metro locations. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.