[Hiring] Director of Learning and Development - Operations @SoFi

Role Description

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

Qualifications

• 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