Director, Learning and Development - Operations

About SoFi

SoFi is a forward-thinking financial services company and national bank committed to transforming how people manage personal finance. Through innovative, mobile-first technology, SoFi supports millions of members in achieving their financial goals. As the financial industry undergoes significant change, SoFi leads the way with a culture dedicated to impactful work and core values.

Role Overview

The Director of Operations Learning & Development is responsible for establishing a scalable, state-of-the-art learning ecosystem at SoFi. This role ensures Operations staff have the tools to deliver swift, member-focused service. The position manages the entire learning journey from onboarding new employees to preparing for product launches and overseeing knowledge management. A key focus is leveraging AI-driven, data-centric content to enhance key business metrics such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).

Key Responsibilities

• Lead and align the full Learning & Development strategy with member experience objectives, emphasizing data-driven learning offerings.
• Guide and mentor senior managers to foster an environment of innovative collaboration and high standards.
• Oversee the Operations Learning Library development, covering stages from hiring through active operation.
• Employ a wide array of learning techniques including classroom training, quick reference guides, and digital coaching tools.
• Incorporate AI technologies to improve knowledge base accuracy, streamline workflows, and automate administrative onboarding and training tasks.
• Promote a culture of continuous learning among Operations managers and frontline employees.
• Identify and implement content optimizations to boost learner retention and accessibility using AI solutions.
• Manage all administrative aspects of training, such as scheduling, record-keeping, and performance evaluations.
• Prepare and present training program impact reports and investment needs to senior executives.
• Partner with enterprise Learning & Development teams to ensure alignment across the organization.

Required Qualifications

• Bachelor’s degree in a related field; Master’s degree preferred.
• Over 8 years managing teams within Operations and front-line groups spanning multiple business units.
• 10+ years of experience in Learning & Development or talent development, with expertise in training design.
• At least 8 years working in banking or financial technology sectors.
• Experience deploying AI tools for personalized learning paths, curricula development, real-time agent assessment, and addressing performance gaps.
• Demonstrated success delivering training both in-person and in virtual formats.
• Strong presentation abilities and effective communicator with executive leadership.
• Expertise in instructional design principles, adult learning theory, and AI-based content creation.
• Proven track record designing curricula for call centers or operational teams.
• Skilled in interpreting data analytics to inform and improve training programs.

Compensation and Benefits

Base salary for this role will be determined based on factors including experience, skills, and location. Comprehensive and competitive benefits are offered.

Equal Employment Opportunity

SoFi is committed to equal employment opportunity for all applicants regardless of race, religion, gender, age, disability, or any protected status under applicable law. Accommodations are available upon request for candidates with disabilities.

Additional Information

Due to insurance limitations, remote work is not currently available for candidates residing in Hawaii or Alaska. Internal employees should apply via the company's internal job system instead of external postings.