Director of AI-Driven Learning & Development

SoFi; Frisco (TX); On-site; USD 160,000 - 230,000; Full time

Job summary

SoFi is seeking a Director of Operations Learning & Development to build a modern, scalable learning ecosystem. You will own onboarding, product launch readiness, and knowledge management with a data-driven, AI-enabled approach.

You will lead a team, drive program strategy, and optimize content to improve metrics like FCR, CSAT, and NPS. This role requires strong executive communication and remote-friendly delivery.

Qualifications

• Bachelor’s degree in a relevant field; a Master’s degree is preferred.
• 8 years managing teams within Operations and frontline groups across multiple business units.
• 10 years of L&D or talent development experience with emphasis on training design.
• 8+ years of experience 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 communication with executives.
• Knowledge of instructional design and adult learning methodologies.
• Track record developing call center or operational curricula.
• Ability to translate data analytics into actionable training improvements.

Responsibilities

• Lead the organizational L&D strategy aligned to member experience goals and data-driven learning portfolios.
• Mentor senior managers to foster collaboration and excellence.
• Oversee the Operational Learning Library across stages from hire to production.
• Use classroom, huddle guides, and digital tools for training delivery.
• Integrate AI to refine knowledge databases and streamline onboarding and L&D processes.
• Cultivate a continuous learning culture for Operations managers and staff.
• Improve content to boost learner retention and accessibility with AI assistance.
• Manage scheduling, records, and evaluations for training programs.
• Report program impact and investments to senior leadership.
• Collaborate with enterprise L&D partners to maintain alignment.

Skills

L&D leadership

Team management

AI in learning

Instructional design

Executive communication

Call center curricula

Data analytics

Education

Bachelor's degree

Master's preferred

Tools

AI platforms

Job description

SoFi is seeking a Director of Operations Learning & Development to build a modern, scalable learning ecosystem. You will own onboarding, product launch readiness, and knowledge management with a data-driven, AI-enabled approach.

You will lead a team, drive program strategy, and optimize content to improve metrics like FCR, CSAT, and NPS. This role requires strong executive communication and remote-friendly delivery.