Director, Learning and Development - Operations

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Who we are:

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: 

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  Drive the complete L&D program strategy, aligning member experience goals with data-informed learning portfolios

  
  


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  Mentor a team of experienced Senior Managers to foster a culture of creative collaboration and excellence

  
  


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  Manage the Operational Learning Library across various stages, from initial hire through active production

  
  


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  Utilizing diverse methodologies such as classroom sessions, huddle guides, and digital coach tools

  
  


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  Integrate AI tools to refine knowledge databases, streamline processes, and route administrative tasks of onboarding and L&D programs

  
  


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  Cultivate a robust continuous learning culture for both Operations managers and individual contributors

  
  


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  Find opportunities to optimize content to improve learner retention and increase accessibility through AI tools 

  
  


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  Supervise all administrative training duties, including scheduling, record maintenance, and evaluations

  
  


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  Report on program impacts and necessary investments to senior leadership

  
  


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  Collaborate with enterprise L&D partners to maintain organizational alignment across Operations 

  
  

What You’ll Need: 

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  Bachelor's degree in a relevant field; a Master's degree is preferred

  
  


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  8+ years managing teams within Operations, front-line teams across multiple business groups 

  
  


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  10 years of experience in L&D or talent development, with a focus on training design

  
  


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  8+ years or more experience in banking or the fintech sector

  
  


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  Utilized AI tools and platforms to create adaptive learning pathways, curriculums, or agent real time assessments score, and performance gaps

  
  


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  Proven ability to deliver training effectively in person and in remote environments

  
  


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  Exceptional presentation skills and the ability to communicate with executive leadership

  
  


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  Knowledge of instructional design principles, adult learning methodologies and AI content development 

  
  


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  A track record of developing call center or operational curricula

  
  


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  Competency in translating data analytics into actionable training improvements