Director, Learning and Development - Operations

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 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
• Utilize 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 You’ll Need

• 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

Compensation And Benefits

The 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 SoFi page!