Director of Learning and Development - Operations

Company Overview

Join SoFi, a pioneering financial services company and national bank dedicated to revolutionizing personal finance. We leverage cutting-edge, mobile-first technology to support millions of members in achieving their financial aspirations. As the industry undergoes significant transformation, we pride ourselves on creating a positive impact with our core values guiding every action.

Role Summary

The Director of Operations Learning & Development is tasked with designing and implementing an advanced, scalable learning ecosystem for SoFi's Operations division. This leadership role ensures all Operations staff are equipped with effective resources to deliver timely, customer-focused service. Managing end-to-end learning strategies — from onboarding new hires to readiness for product launches and knowledge management — the focus is on data-driven, AI-enhanced content that directly boosts key business metrics such as first contact resolution (FCR), customer satisfaction (CSAT), and Net Promoter Score (NPS).

Primary Responsibilities

• Develop and drive the comprehensive L&D strategic program aligned with member experience goals using data insights.
• Lead and mentor a team of Senior Managers to encourage innovation, collaboration, and excellence.
• Oversee the Operations Learning Library throughout all employee stages, starting from initial hire to active production roles.
• Implement diverse learning formats including classroom training, huddle guides, and digital coaching tools.
• Leverage AI technologies to optimize knowledge bases, automate onboarding and administrative tasks within L&D.
• Promote a strong culture of continuous learning among Operations managers and frontline contributors.
• Identify and realize opportunities to enhance learning content accessibility and retention through AI integration.
• Manage all administrative aspects of training programs such as scheduling, record keeping, and performance evaluations.
• Provide detailed reporting on program effectiveness and investment needs to senior leadership.
• Work in close partnership with enterprise L&D teams to ensure organizational consistency across Operations.

Qualifications and Experience

• Bachelor’s degree in a related discipline mandatory; Master’s degree is favored.
• Minimum of 8 years leading Operations or front-line teams across multiple business units.
• At least 10 years’ expertise in learning and development or talent growth, emphasizing training design.
• Minimum of 8 years experience within banking or financial technology sectors.
• Demonstrable use of AI tools for creating adaptive learning programs, curriculums, real-time agent assessments, and identifying performance gaps.
• Proven success delivering impactful training in both face-to-face and remote setups.
• Exceptional communication and presentation abilities, including interaction with executive leadership.
• Strong understanding of instructional design, adult learning theories, and AI-driven content development.
• Experience in designing operational or call center training programs.
• Adept at analyzing data to translate insights into meaningful training improvements.

Compensation and Benefits

The salary range for this position varies based on individual qualifications such as experience, skills, and location. Comprehensive benefit information is provided separately. SoFi is committed to equitable employment practices and provides inclusive accommodations for candidates with disabilities.

Additional Notes

Applicants residing in Hawaii or Alaska currently cannot work remotely due to insurance constraints. Current SoFi employees should apply through the internal job portal. The company complies with all applicable nondiscrimination laws and fair chance hiring ordinances.