Director of Learning and Development - Operations

About SoFi

SoFi is a pioneering financial services company and national bank focused on transforming personal finance with innovative, mobile-first technology. Serving millions of members, SoFi is committed to improving financial lives with cutting-edge technology and a mission-driven culture.

Role Overview

The Director of Operations Learning & Development is tasked with designing and implementing a modern, scalable learning system for SoFi’s operations teams. This role oversees the entire learning journey—from onboarding new hires to preparing for product launches and managing knowledge repositories—leveraging AI-driven, data-centric content aimed at enhancing key business metrics such as first call resolution (FCR), customer satisfaction (CSAT), and net promoter score (NPS).

Key Responsibilities

• Lead the strategy for the comprehensive L&D program aligning learning initiatives with member experience priorities and leveraging insights from performance data.
• Coach and support a high-performing team of Senior Managers to cultivate an environment of collaboration and excellence.
• Oversee management of the Operational Learning Library across all employee lifecycle phases, utilizing various approaches including classroom learning, quick reference guides, and digital coaching tools.
• Incorporate AI technologies to enhance knowledge base quality, optimize workflows, and automate administrative processes related to onboarding and ongoing training.
• Promote a strong culture of continuous learning for both managers and individual contributors within Operations.
• Identify and implement content optimization strategies to boost learning retention and accessibility, supported by AI-driven solutions.
• Manage all administrative aspects of training such as scheduling sessions, maintaining records, and conducting evaluations.
• Prepare and deliver detailed program impact reports and investment recommendations for senior leadership.
• Work closely with enterprise-level L&D teams to ensure consistent alignment across the Operations division.

Essential Qualifications

• Bachelor’s degree in a relevant discipline; Master’s degree preferred.
• More than 8 years managing operational and front-line teams across multiple business units.
• At least 10 years of experience in learning and development or talent management with a strong emphasis on training design.
• Over 8 years of experience within banking or fintech industries.
• Demonstrated expertise using AI platforms and tools to develop customized learning pathways, performance assessments, and identify skill gaps.
• Proven ability to deliver engaging training programs in both in-person and remote settings.
• Excellent presentation skills and comfort engaging with executive leadership audiences.
• Solid knowledge of instructional design, adult education theories, and AI-enhanced content creation.
• A successful history of creating call center or operational training curricula.
• Ability to interpret data analytics for implementing actionable improvements in training effectiveness.

Compensation and Benefits

Base salary for this position will be set based on candidate experience, skills, and location. SoFi offers a wide range of competitive and comprehensive benefits reflecting its commitment to employee welfare.

Equal Opportunity and Inclusion

SoFi is an equal opportunity employer committed to diversity and inclusion, providing accommodations for applicants with disabilities as required. Employment decisions are made without regard to legally protected characteristics. Applicants with criminal records are considered as part of compliance with San Francisco Fair Chance Ordinance. Remote work accommodations currently exclude residents of Hawaii and Alaska due to insurance limitations.

Note for Current Employees

Current SoFi employees should apply through the company’s internal job portal rather than this posting.