Director, Learning and Development - Operations

SoFi•Jacksonville, FL

About The Position

The Director of Operations Learning & Development is responsible for building and leading a modern, scalable learning ecosystem. This ecosystem should equip every front line SoFi Operations employee with the skills, knowledge, and learning resources required to deliver fast, accurate, and member-centric experience. This leader owns the strategy, operating model, governance, and execution of new hire onboarding, continuous training and development, readiness for new product launches, and knowledge management across all front line Operations functions. They ensure that training is AI-enabled, data-driven, and tightly aligned to business outcomes such as improved First Contact Resolution (FCR), higher Customer Satisfaction (CSAT) and post contact NPS.

Requirements

Bachelor’s degree in management, training, education, psychology or other related field, Master’s preferred
Minimum of 10 years of training, development, or talent experience, including leadership experience in corporate training design, delivery and assessment
Minimum 5 years of fintech or banking experience
Minimum of 5 years of experience leading teams
Experience delivering training in both a classroom setting and virtually/remotely
Excellent interpersonal and executive presentation skills coupled with exceptional written and verbal communication
Sound understanding of adult learning techniques, instructional design and delivery, blended learning methodologies and industry best practices
Ability to analyze and interpret data and leverage those insights into training
Ability to build exceptional, collaborative relationships within all levels of the organization inside and outside of L&D; show up as a positive culture carrier aligned with our SoFi values, driving inclusiveness and mentorship
Strong organizational skills; history of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines

Nice To Haves

Completed coursework in instructional design highly desired
Excellent performance and demonstrated operations/call center curriculum development

Responsibilities

Be the owner and driver of the Operations L&D program strategy end to end from development through execution - In partnership with senior cross-functional leadership, translate SoFi’s product and Member Experience strategies into a focused and dynamic portfolio of learning and development resources driven by data and front line insights
Cultivate and empower a team of knowledge managers, instructional designers, and trainers—fostering collaboration, creativity, and continuous growth so they can produce best-in-class learning experiences that strengthen operational excellence across SoFi
Own and maintain the Operational Learning Library from New Hire Training, Nesting/On the Job Training, and In Production using innovative instructional design and Knowledge Management to enable learning through a variety of channels
Training methodologies will include classroom instruction, online learning and scenario practice, hands-on labs, peer-to-peer coaching, focus groups, instruction to senior leadership, and train-the-trainer sessions, among other methodologies
Apply a data-focused approach and leveraging AI to continually improve SoFi’s learning and development programs, strategies, and standards
Develop and strengthen SoFi’s culture of Continuous Learning. This includes a structured program pursuing development activities (for front line managers and individual contributors) and opportunities to obtain additional expertise and strengthen core skills, building and improving job-related knowledge and leadership skills, and seeking feedback from others
Drive scale and Member Experience by selecting (build and/or buy) a learning and content management system and related tools, and developing a robust plan to optimize and iterate upon the system
Oversee all duties associated with developing and conducting training. This includes all pre-training prep work, administration of learning modules, schedules, and calendars, and maintaining participant records (e.g., test scores, evaluations, attendance, and completion records), among others areas
Communicate progress, plans, and problems to senior management on training and program impact, areas of opportunity, and needed investments
Partner closely with SoFi enterprise L&D for consistency and alignment across programs