Director, AI-Driven Learning & Ops Excellence

United States Digital Space LLC; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

United States Digital Space LLC is seeking a Director of Operations Learning & Development to build a scalable, AI-enabled learning ecosystem for the Operations team. You’ll own onboarding through product launch readiness, aligning content with measured improvements in FCR, CSAT, and NPS.

You will mentor a team of Senior Managers, oversee the Learning Library, and partner with enterprise L&D to ensure alignment across Operations while driving data-informed training improvements.

Qualifications

• Bachelor's degree required; Master's preferred.
• 8+ years managing teams within Operations across multiple business groups.
• 10 years in L&D or talent development with training design focus.
• 8+ years in banking or fintech sector.
• Experience using AI tools to create adaptive learning paths and real-time assessments.
• Proven ability to deliver training effectively in person and remotely.
• Strong presentation skills and executive communication.
• Knowledge of instructional design, adult learning, and AI content development.
• Track record of developing call center or operational curricula.
• Ability to translate data analytics into actionable training improvements.

Responsibilities

• Drive the complete L&D program strategy aligned with member experience goals and data-informed learning portfolios.
• Mentor Senior Managers to foster collaboration and excellence.
• Manage the Operational Learning Library from hire to production.
• Utilize classroom, huddle guides, and digital coach tools.
• Integrate AI tools to refine knowledge databases and onboarding processes.
• Cultivate a continuous learning culture for Operations managers and individual contributors.
• Identify content optimization opportunities to improve retention and accessibility via AI.
• Oversee administrative training duties including scheduling, records, and evaluations.
• Report program impacts and investments to senior leadership.
• Collaborate with enterprise L&D partners to ensure organizational alignment across Operations.

Job description

United States Digital Space LLC is seeking a Director of Operations Learning & Development to build a scalable, AI-enabled learning ecosystem for the Operations team. You’ll own onboarding through product launch readiness, aligning content with measured improvements in FCR, CSAT, and NPS.

You will mentor a team of Senior Managers, oversee the Learning Library, and partner with enterprise L&D to ensure alignment across Operations while driving data-informed training improvements.