Director of Learning and Development - Operations

About the Company

Join SoFi, a next-generation financial services and banking company committed to reshaping how individuals approach personal finance. Powered by mobile-first technology, SoFi empowers millions to achieve financial goals while focusing on innovation and a member-centered approach.

Position Overview

The Director of Operations Learning & Development is tasked with spearheading the creation and management of an advanced, scalable learning framework within Operations. This leader ensures that every team member is equipped with relevant resources to deliver prompt and member-focused service. Responsibilities include overseeing the entire learning lifecycle, from onboarding through new product training and ongoing knowledge management, with an emphasis on using AI-driven, data-centric content to enhance key performance metrics such as first call resolution, customer satisfaction, and net promoter scores.

Key Responsibilities

• Lead the overall strategy for learning and development programs aligning with member experience objectives using data-driven learning portfolios.
• Guide and mentor senior managers to inspire a culture rooted in innovation, collaboration, and high standards.
• Oversee the comprehensive management of the Operational Learning Library, supporting employees from hire through ongoing production phases.
• Implement a mix of educational delivery methods including in-person sessions, quick team huddles, and digital coaching tools.
• Leverage AI technologies to optimize knowledge databases, automate onboarding administrative tasks, and streamline learning processes.
• Promote a strong culture of continuous learning among operational managers and individual contributors alike.
• Identify ways to improve learning content for increased retention and greater accessibility utilizing AI capabilities.
• Manage all training logistics such as scheduling, record-keeping, and assessment administration.
• Provide senior executives with reports on program impacts and recommend necessary investments.
• Work closely with enterprise-wide learning and development partners to ensure alignment across operations.

Qualifications

• Bachelor’s degree relevant to the field; a Master’s degree is preferred.
• Minimum of 8 years managing teams in operations and front-line groups across multiple business units.
• At least 10 years experience in learning and development or talent growth focusing on instructional design and training creation.
• More than 8 years of experience within banking or fintech industries.
• Proficient in employing AI tools and platforms for crafting adaptive learning paths, curricula, real-time agent performance evaluations, and identifying skill gaps.
• Demonstrated effectiveness in conducting training both onsite and virtually.
• Outstanding presentation and communication skills tailored for executive leadership.
• Sound knowledge of instructional design methodologies, adult learning techniques, and AI-driven content development.
• Experienced in developing curricula specifically for call centers or operations teams.
• Ability to interpret data analytics to produce actionable improvements in training programs.

Compensation and Benefits

The salary range will be determined by factors including experience, skills, and geographical location. Comprehensive benefits and equal employment opportunity policies are offered, reflecting a commitment to diversity, inclusion, and accommodation of candidates with disabilities.

Additional Information

Due to insurance restrictions, remote work is not available for applicants residing in Hawaii or Alaska. Employees currently working for the company should apply through the internal job board rather than this posting.