Director, Learning and Development - Operations

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