Director of Learning and Development - Operations

Company Overview

Join us in shaping a brighter financial future. We are a next-generation financial services company and national bank dedicated to changing how people interact with personal finance through innovative, mobile-first technology. Our mission impacts millions of members nationwide, backed by strong core values and a commitment to transformative work.

Position Summary

The Director of Operations Learning and Development takes charge of creating a modern and scalable learning ecosystem to empower all Operations employees. This role delivers strategic leadership on end-to-end learning programs — from onboarding new hires to readiness for new product launches and maintaining knowledge management. The focus is on leveraging AI-powered, data-driven content to enhance critical business metrics such as first call resolution, customer satisfaction, and net promoter scores.

Key Responsibilities

• Develop and execute comprehensive learning and development strategies aligned with member experience objectives and supported by data-driven learning portfolios.
• Lead and mentor senior managers fostering a culture of innovation, collaboration, and excellence.
• Oversee the Operational Learning Library, supporting employees from initial hiring through active operational phases.
• Utilize diverse training methodologies including classroom instruction, huddle guides, and digital coaching tools.
• Incorporate AI technologies to enhance knowledge bases, streamline training processes, and automate administrative tasks relating to onboarding and L&D.
• Promote continuous learning practices among Operations managers and team members.
• Identify and implement improvements in instructional content to boost learner retention and accessibility, using AI tools.
• Manage all administrative duties concerning training, such as scheduling, record keeping, and performance evaluations.
• Provide reports on training program effectiveness and recommend investments to senior leadership.
• Collaborate with company-wide L&D partners to ensure consistency across the Operations organization.

Qualifications

• Bachelor’s degree required; Master's degree preferred.
• Minimum 8 years experience managing Operations teams across multiple business units.
• At least 10 years in learning and development or talent management, with expertise in training design.
• 8+ years experience in the banking or fintech industry.
• Hands-on experience using AI tools to develop adaptive learning pathways, curricula, real-time assessments, and performance gap analysis.
• Proven skills in delivering effective training both onsite and remotely.
• Exceptional presentation skills and experience engaging with executive leadership.
• Strong knowledge of instructional design principles, adult learning theories, and AI-based content development.
• Demonstrated success in creating call center or operational training curricula.
• Ability to analyze data and translate findings into actionable training improvements.

Additional Information

Compensation: The base salary will be determined based on the applicant’s experience, skills, and location. Details on comprehensive benefits are provided during the hiring process.

Equal Opportunity Employer: We provide equal employment opportunities regardless of race, gender identity, age, disability, or other protected characteristics. We also comply with fair chance hiring practices and support accommodations for candidates with disabilities throughout the recruitment process.

Location Note: Remote work is available except from Hawaii or Alaska due to insurance constraints.

Internal Candidates: Current employees should apply through the internal job board rather than this posting.