CX Learning & Development Facilitation & Programs Manager

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. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done  expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

Our CX Learning & Development team is shaping the future of how our teams learn and grow '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.

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 500,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

• 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.
• Stak…