Director, Learning and Development - Operations

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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 design, delivery and assessment
• Minimum 5 years of fintech or banking experience
• Minimum of 5 years of experience leading teams
• Experience delivering training in both a classroom setting and virtually/remotely
• Excellent interpersonal and executive presentation skills coupled with exceptional written and verbal communication
• Completed coursework in instructional design highly desired
• Excellent performance and demonstrated operations/call center curriculum development
• Sound understanding of adult learning techniques, instructional design and delivery, blended learning methodologies and industry best practices
• Ability to analyze and interpret data and leverage those insights into training
• Ability to build exceptional, collaborative relationships within all levels of the organization inside and outside of L&D; show up as a positive culture carrier aligned with our SoFi values, driving inclusiveness and mentorship
• Strong organizational skills; history of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines

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 [email protected].

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

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.