Director, Learning and Development - Operations

Socket.dev; Cottonwood Heights (UT); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Benefits package

Job summary

SoFi is seeking a Director of Operations Learning & Development to lead a modern, scalable learning ecosystem for our Operations teams. You will own end-to-end strategy from onboarding through production readiness, leveraging AI-enabled, data-driven content to improve metrics such as FCR, CSAT, and NPS.

You will mentor Senior Managers, oversee the Learning Library, and partner with enterprise L&D to align programs across Operations, using varied delivery methods including classroom,

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.

Responsibilities

• 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

Skills

Leadership

L&D expertise

AI in learning

Training delivery

Executive communication

Instructional design

Call center curricula

Data analytics

Banking/fintech experience

Education

Bachelor's degree

Master's degree preferred

Job description

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 [e-mail].

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.