Technical Training Manager

SoFi • Jacksonville, FL

6d

About The Position

The role: Manager, Training Support (Agent Nesting) This position is responsible for the leadership, design, and execution of the Agent Nesting Program, a critical post-new hire training environment within SoFi’s Operational Member Experience organization. You will manage the team of Training Support Specialists who provide dedicated, hands-on coaching and support to new agents. The core focus is to ensure agents successfully transition from the classroom to production by reaching a specified performance target, leveraging specialist-level product and process expertise. You will collaborate closely with the Learning & Delivery team and Production/Operations management.

Requirements

• Bachelor’s degree in management, training, education, or a related field, Master’s preferred.
• Minimum of five years of experience in corporate training, coaching, operations, or call center environment, including supervisory experience.
• Minimum of three years of direct experience managing a post-training/nesting/incubation program or a dedicated coaching team.
• Proven subject matter expertise in financial services/SoFi products and complex operational processes.
• Expertise in one-on-one coaching methodologies and performance-based feedback models.
• Strong analytical skills with the ability to interpret performance data and translate insights into actionable coaching and program improvements.
• Excellent interpersonal and presentation skills coupled with exceptional written and verbal communication.
• Sound understanding of adult learning techniques and instructional design principles.
• Strong project management experience, including the management and delivery of multiple concurrent workstreams.
• Ability to build strong relationships within all levels of an organization.
• Ability to work with a flexible schedule in a fast-paced, ever-changing environment.
• Ability to travel to domestic and international call centers, as needed.

Responsibilities

• Program Management: Collaborate in the develop, implement, and manage all aspects of the Agent Nesting Program, including its structure, schedule, content, and agent-to-specialist assignment methodology.
• Team Leadership: Hire, train, and mentor a team of Training Support Specialists, ensuring they maintain expert-level knowledge of SoFi products and processes to deliver effective one-on-one coaching and support.
• Performance & Data Analysis: Apply a data-focused approach to continually monitor the effectiveness of the nesting period. Track and analyze key agent performance indicators (KPIs) and proficiency metrics to ensure agents are on target for successful graduation to production teams.
• Content Curation: Collaborate with Instructional Design, Training, and Operations Leadership to develop and maintain specialized training materials, job aids, and knowledge management resources specific to the nesting environment and common performance gaps identified during this period.
• Stakeholder Collaboration: Serve as the key liaison between the Learning & Delivery team (to provide feedback on new hire training effectiveness) and Production Operations (to facilitate a smooth transition of agents and ensure alignment on performance goals).
• Quality & Coaching: Oversee the coaching standards within the nesting environment, ensuring Training Support Specialists are using consistent, effective coaching models to improve agent skills, knowledge, and adherence to quality standards.
• Reporting: Communicate program status, agent progress, performance data, and potential risks or areas of opportunity to senior management and key stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees