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SoFi is seeking a Director of Learning and Development for Operations to lead the design and execution of a modern, scalable learning ecosystem across the company's operations teams. This is a strategic leadership role responsible for building comprehensive L&D programs that equip operations employees with the knowledge and tools to deliver fast, member-centric service.
Key responsibilities include:
- Developing and executing end-to-end L&D strategy aligned with business outcomes (FCR, CSAT, NPS)
- Leading and mentoring a team of Senior Managers to drive creative collaboration and excellence
- Managing the operational learning library across all stages from new hire onboarding through product launch readiness
- Designing and delivering training through multiple modalities: classroom, digital tools, huddle guides, and remote formats
- Leveraging AI tools to optimize knowledge management, streamline onboarding processes, and create adaptive learning pathways
- Building a continuous learning culture for both managers and individual contributors
- Overseeing administrative training functions including scheduling, record maintenance, and performance evaluations
- Translating data analytics into actionable training improvements and reporting program impact to senior leadership
- Collaborating with enterprise L&D partners to maintain organizational alignment
Required qualifications:
- Bachelor's degree (Master's preferred)
- 8+ years managing teams in operations or front-line environments across multiple business groups
- 10+ years in L&D or talent development with focus on training design
- 8+ years in banking or fintech sector
- Demonstrated experience with AI tools for adaptive learning, curriculum development, and performance assessment
- Proven ability to deliver training effectively in both in-person and remote environments
- Strong presentation and executive communication skills
- Knowledge of instructional design principles and adult learning methodologies
- Track record developing call center or operational curricula
- Ability to translate data analytics into training improvements
