Director, Learning and Development Operations

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Who we are:

The Role:

The Director of Operations Learning & Development will lead the build-out of a modern scalable learning ecosystem at SoFi. This leader ensures every Operations employee is equipped with the resources to provide fast member-centric service. Owning the end-to-end strategyfrom new hire onboarding to product launch readiness and knowledge managementthe role focuses on AI-enabled data-driven content that directly improves business outcomes like FCR CSAT and NPS.

What Youll Do:

• Drive the complete L&D program strategy aligning member experience goals with data-informed learning portfolios

• Mentor a team of experienced Senior Managers to foster a culture of creative collaboration and excellence

• Manage the Operational Learning Library across various stages from initial hire through active production

• Utilizing diverse methodologies such as classroom sessions huddle guides and digital coach tools

• Integrate AI tools to refine knowledge databases streamline processes and route administrative tasks of onboarding and L&D programs

• Cultivate a robust continuous learning culture for both Operations managers and individual contributors

• Find opportunities to optimize content to improve learner retention and increase accessibility through AI tools

• Supervise all administrative training duties including scheduling record maintenance and evaluations

• Report on program impacts and necessary investments to senior leadership

• Collaborate with enterprise L&D partners to maintain organizational alignment across Operations

What Youll Need:

• Bachelors degree in a relevant field; a Masters degree is preferred

• 8 years managing teams within Operations front-line teams across multiple business groups

• 10 years of experience in L&D or talent development with a focus on training design

• 8 years or more experience in banking or the fintech sector

• Utilized AI tools and platforms to create adaptive learning pathways curriculums or agent real time assessments score and performance gaps

• Proven ability to deliver training effectively in person and in remote environments

• Exceptional presentation skills and the ability to communicate with executive leadership

• Knowledge of instructional design principles adult learning methodologies and AI content development

• A track record of developing call center or operational curricula

• Competency in translating data analytics into actionable training improvements