Gusto is fundamentally changing how the world works by empowering everyone to put people first. Gusto reimagines payroll, benefits, HR, and personal finance by automating the most complicated, impersonal business tasks and making them simple and delightful.  People are the foundation of Gusto and a career at Gusto is a chance to grow with a fast-paced, rapidly-growing, mission-driven startup.

We are seeking a Head of Learning & Development, Customer Experience in Denver. The Customer Experience team is responsible for wowing our customers with each and every interaction and is growing rapidly (nearly doubling in size every few months). We are seeking someone who is not afraid to roll-up their sleeves, but also has the experience and strategic mindset to build this team and lead an innovative and inspirational initiative. As the Head of Learning & Development for CX, you will work with our team leads and facilitators to proactively identify and develop the end-to-end training needed to prepare our Care, Success and New Customer Operations team to provide exceptional service to our customers. You will be responsible for classroom-based training for new hires as well as ongoing training for all team members. As a founding member of the learning and development team, you will have the opportunity to shape the entire program and be an integral part of scaling the team at Gusto.   

Here’s what you would be doing day-to-day:

• Partner with our customer experience teams (the teams that onboard new clients, provide reactive care, and interact with state and federal tax agencies as well as insurance industry) to understand business needs and translate them into training and development programs
• Lead the design and implementation of end-to-end education programs, including classroom-based onboarding and ongoing development such as e-learning, workshops and on-the-job learning activities
• Build and maintain an internal knowledge base and repository for best practices
• Collaborate with other teams, including sales, marketing, product, risk and payroll operations, to create training around new product features and processes
• Drive forward-thinking solutions to scale knowledge transfer across both internal teams and external vendors
• Define and track business impact metrics and ROI on training investments
• Measure the effectiveness and impact of our training programs
• Come up with creative ways to jazz up even the driest topics, keeping the audience engaged and learning

If you’re already feeling excited to get started, you’re probably our ideal candidate because:

• 8+ years of experience, with a mix of exposure to and training, operations, and people management
• Experience working directly with Operations and or Customer Support teams and demonstrated understanding of the unique learning challenges faced in these environments
• Have scaled a learning and development organization to support 1,000+ employees
• You love fast-paced, get-stuff-done roles
• You thrive in a dynamic and ever-changing environment
• You think in a masterfully balanced way that is logical, empathetic, and data-informed

ABOUT GUSTO

Find out why we’re the #1 place to work in San Francisco! To learn more about our values, life at Gusto, benefits, and perks, visit gusto.com/careers.

Gusto has offices in San Francisco and Denver and its investors include Google Capital, General Catalyst, Kleiner Perkins Caufield & Byers, and the founders of Instagram, Stripe, Nest, PayPal, Yelp, Dropbox, and Eventbrite, among others.