Director, Learning and Development - Operations
Employee Applicant Privacy Notice
Who 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 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
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!
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 Rights SoFi 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 accommodations@sofi.com. Due to insurance
coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time. Internal Employees
If you are a current employee, do not
apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.