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Gusto is seeking a Senior Learning & Development Specialist to lead program design, facilitation, and stakeholder management within the Customer Experience (CX) organization. The role focuses on building exceptional learning experiences for CX professionals who support over 500,000 small businesses.
Key responsibilities include:
**Facilitation:** Lead in-person, virtual, and hybrid learning sessions across six or more complex knowledge areas. Tailor delivery for diverse audience levels, including mid and senior leadership. Create inclusive, dynamic learning environments that emphasize critical thinking and real-world problem-solving. Provide real-time feedback and coaching. Design and facilitate sessions on responsible AI tool usage for CX workflows. Leverage AI-assisted tools to enhance participation and personalization during live training, and use AI-driven learning platform insights to tailor discussions and reinforce outcomes.
**Instructional Design & Communications:** Lead comprehensive course design efforts, driving innovation and continuous improvement in learning materials. Own content development as the final quality control point, ensuring alignment with strategic business goals. Develop and manage high-level communication strategies for learning initiatives in collaboration with leadership and cross-functional teams. Integrate AI-enabled design approaches into curriculum development to improve personalization, scalability, and engagement. Use AI-enabled authoring tools to rapidly prototype, script, and iterate on training materials.
**Program Management:** Manage complex, high-visibility learning programs end-to-end with full accountability for success and business alignment. Oversee multiple CX Academy cohorts simultaneously, ensuring efficient management and strategic guidance. Monitor participant progress and engagement, proactively addressing barriers to success. Drive continuous improvements using participant and stakeholder feedback. Operationalize AI tools to automate repetitive program administration tasks.
The ideal candidate has experience in robust course design, program management, and coaching, with a proven track record in fast-paced environments. AI fluency is expected and will be assessed during interviews.
