Director of AI-Driven Operations Learning

Mosaec; Northern (KY); Hybrid; USD 150,000 - 210,000; Full time

Job summary

SoFi is seeking a Director of Operations Learning & Development to build a modern, scalable learning ecosystem for the Operations organization, enabling fast, member-centric service. You will own the end-to-end strategy from onboarding to product launch readiness, leverage AI-enabled content, and drive measurable outcomes like FCR, CSAT, and NPS across a nationwide workforce.

This leadership role mentors senior managers, shapes the learning library, and partners with enterprise L&D to align

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

Operations management

L&D leadership

AI in learning

Training design

Executive communication

Data analytics

Call center curricula

Remote delivery

Education

Bachelor’s degree

Master’s degree preferred

Tools

LMS platforms

Job description

SoFi is seeking a Director of Operations Learning & Development to build a modern, scalable learning ecosystem for the Operations organization, enabling fast, member-centric service. You will own the end-to-end strategy from onboarding to product launch readiness, leverage AI-enabled content, and drive measurable outcomes like FCR, CSAT, and NPS across a nationwide workforce.

This leadership role mentors senior managers, shapes the learning library, and partners with enterprise L&D to align