Director, Learning and Development - Operations
SoFi•Frisco, TX
•$147,200 - $184,000
About The Position
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 strategy—from new hire onboarding to product launch readiness and knowledge management—the role focuses on AI-enabled, data-driven content that directly improves business outcomes like FCR, CSAT, and NPS.
Requirements
- Bachelor's degree in a relevant field; a Master's 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
Responsibilities
- 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
Benefits
- Comprehensive and competitive benefits
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What This Job Offers
Job Type
Full-time
Career Level
Director
