Director, Learning and Development - Operations

Employee Applicant Privacy NoticeWho we are:Shape a brighter financial future with us.Together with our members, we’re changing the way people think about and interact with personal finance.We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.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 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.What You’ll Do: Drive the complete L&D program strategy, aligning member experience goals with data-informed learning portfoliosMentor a team of experienced Senior Managers to foster a culture of creative collaboration and excellenceManage the Operational Learning Library across various stages, from initial hire through active productionUtilizing diverse methodologies such as classroom sessions, huddle guides, and digital coach toolsIntegrate AI tools to refine knowledge databases, streamline processes, and route administrative tasks of onboarding and L&D programsCultivate a robust continuous learning culture for both Operations managers and individual contributorsFind opportunities to optimize content to improve learner retention and increase accessibility through AI tools Supervise all administrative training duties, including scheduling, record maintenance, and evaluationsReport on program impacts and necessary investments to senior leadershipCollaborate with enterprise L&D partners to maintain organizational alignment across Operations What You’ll Need: Bachelor's degree in a relevant field; a Master's degree is preferred8+ 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 design8+ years or more experience in banking or the fintech sectorUtilized AI tools and platforms to create adaptive learning pathways, curriculums, or agent real time assessments score, and performance gapsProven ability to deliver training effectively in person and in remote environmentsExceptional presentation skills and the ability to communicate with executive leadershipKnowledge of instructional design principles, adult learning methodologies and AI content development A track record of developing call center or operational curriculaCompetency in translating data analytics into actionable training improvementsCompensation and BenefitsThe base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location. To view all of our comprehensive and competitive benefits, visit our Benefits at SoFipage!SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email View email address on click.appcast.io to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.Internal EmployeesIf you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.