Senior Manager, CX L&D Readiness

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stufflike payroll health insurance 401(k)s and HRso owners can focus on their craft and customers. With teams in Denver San Francisco and New York were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy .

About the Role :

The Senior Manager CX L&D Readiness is the architect of an AI-powered readiness ecosystem across all CX teams including Customer Care Benefits Operations and Payroll Operations. Youll redefine how Gusto delivers readiness integrating automation adaptive learning and data-driven coaching to accelerate time-to-proficiency strengthen QA outcomes and scale performance support across thousands of advocates.

Youll architect Gustos AI-Native Readiness strategy defining how GenAI adaptive simulations and predictive learning agents reshape skill development and performance support. Youll apply principles of data integrity feedback loops and Responsible AI to ensure learning at scale is both personalized and ethical.

Heres what youll do day-to-day :

Advocate & Customer Experience

• Own readiness end-to-end ensuring advocates are confident and competent as they transition from onboarding to production.
• Extend readiness into ongoing upskilling and reskilling helping teams adapt as products skills and AI tools evolve.
• Partner with QA WFM and CX Operations to align readiness with performance metrics like QA scores first-contact resolution and handle time.
• Deploy AI-assisted coaching flows that identify learning gaps and surface next best actions for advocates and managers.
• Collaborate with Voice of the Customer and Process Improvement teams to identify friction points and build AI-informed interventions that improve both Gustie and Gustomer experiences.

Learning Strategy & Execution :

Team Empowerment :

Cross-L&D Collaboration :

AI and Automation :

Heres what were looking for :

Our cash compensation range for this role is $140815 to $183060 in Denver Chicago & Phoenix. Final offer amounts are determined by multiple factors including candidate location experience and expertise and may vary from the level and amounts listed above.

Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be 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 Gustos subsidiary whose physical office is in Scottsdale.

Note : The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.

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. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gustos Applicant Privacy Notice.

Required Experience :

Senior Manager

Key Skills

Children Activity,Customer Service,B2C,Ale,JavaScript,Asic

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 140815 - 183060