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

• 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 

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

• Competency in translating data analytics into actionable training improvements