Director, Learning and Development - Operations

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 is responsible for building and leading a modern, scalable learning ecosystem. This ecosystem should equip every front line SoFi Operations employee with the skills, knowledge, and learning resources required to deliver fast, accurate, and member-centric experience. This leader owns the strategy, operating model, governance, and execution of new hire onboarding, continuous training and development, readiness for new product launches, and knowledge management across all front line Operations functions. They ensure that training is AI-enabled, data-driven, and tightly aligned to business outcomes such as improved First Contact Resolution (FCR), higher Customer Satisfaction (CSAT) and post contact NPS. What You'll Do: Be the owner and driver of the Operations L&D program strategy end to end from development through execution - In partnership with senior cross-functional leadership, translate SoFi’s product and Member Experience strategies into a focused and dynamic portfolio of learning and development resources driven by data and front line insights Cultivate and empower a team of knowledge managers, instructional designers, and trainers—fostering collaboration, creativity, and continuous growth so they can produce best-in-class learning experiences that strengthen operational excellence across SoFi Own and maintain the Operational Learning Library from New Hire Training, Nesting/On the Job Training, and In Production using innovative instructional design and Knowledge Management to enable learning through a variety of channels Training methodologies will include classroom instruction, online learning and scenario practice, hands-on labs, peer-to-peer coaching, focus groups, instruction to senior leadership, and train-the-trainer sessions, among other methodologies Apply a data-focused approach and leveraging AI to continually improve SoFi’s learning and development programs, strategies, and standards Develop and strengthen SoFi’s culture of Continuous Learning. This includes a structured program pursuing development activities (for front line managers and individual contributors) and opportunities to obtain additional expertise and strengthen core skills, building and improving job-related knowledge and leadership skills, and seeking feedback from others Drive scale and Member Experience by selecting (build and/or buy) a learning and content management system and related tools, and developing a robust plan to optimize and iterate upon the system Oversee all duties associated with developing and conducting training. This includes all pre-training prep work, administration of learning modules, schedules, and calendars, and maintaining participant records (e.g., test scores, evaluations, attendance, and completion records), among others areas Communicate progress, plans, and problems to senior management on training and program impact, areas of opportunity, and needed investments Partner closely with SoFi enterprise L&D for consistency and alignment across programs What You'll Need: Bachelor’s degree in management, training, education, psychology or other related field, Master’s preferred Minimum of 10 years of training, development, or talent experience, including leadership experience in corporate training desi