Director, Operations Learning and Delivery
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 fintech company using innovative, mobile-first technology to help our 2+ million 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
This position is responsible for the development and facilitation of all operational training & development programs across SoFi’s Operational Members Experience organization. In this role, you’ll lead and grow teams serving multiple cross-product members, including Member Engagement teams (MET) for Originations and Servicing, Collections, and Financial Crimes. Your work will impact the day-to-day jobs of many of SoFi’s employees, as well as helping our SoFi members get their money right!
What you’ll do:
- Develop SoFi’s values and systems using innovative instructional design to enable learning through a variety of channels. Training methodologies will include classroom instruction, online learning, hands-on labs, peer-to-peer coaching, focus groups, instruction to senior leadership, and train-the-trainer sessions, among other methodologies
- Develop and strengthen SoFi’s culture of Continuous Learning. This includes pursuing development activities and opportunities to obtain additional expertise and strengthen core skills, building and improving job-related knowledge and leadership skills, and seeking feedback from others
- In partnership with senior cross-functional leadership, translate SoFi’s product and Member Experience strategies into a focused portfolio of learning and development initiatives designed to help employees do the best work of their lives
- Drive scale and Member Experience by selecting (build and/or buy) a learning management system and related tools, and developing a robust plan to optimize and iterate upon the system
- Apply a data-focused approach to continually improving SoFi’s learning and development programs, strategies, and standard
- 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
What you’ll need:
- Bachelor’s degree in management, training, education, psychology or other related field, Master’s preferred
- Minimum of ten years of training, development, or talent experience, including supervisory experience in corporate training design, delivery and assessment
- Minimum of five years of experience leading teams, demonstrated experience leading distributed teams preferred
- Experience delivering training in both a classroom setting and virtually/remotely
- Excellent interpersonal and 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 provide feedback and demonstrate a variety of coaching methods
- Proven project management experience, including the management and delivery of multiple concurrent workstreams
- Ability to analyze and interpret data and leverage those insights into making critical outcomes
- Ability to work with a flexible schedule in a fast paced, ever changing environment
- Ability to build exceptional relationships within all levels of an organization
- Ability to travel to domestic and international call
Why you’ll love working here:
- Competitive salary packages and bonuses
- Comprehensive medical, dental, vision and life insurance benefits
- Generous vacation and holidays
- Paid parental leave for eligible employees
- 401(k) and education on retirement planning
- Tuition reimbursement on approved programs
- Monthly contribution up to $200 to help you pay off your student loans
- Great health & well-being benefits including: telehealth parental support, subsidized gym program
- Employer paid lunch program (except for remote employees)
- Fully stocked kitchen (snacks and drinks)
*These benefits are only applicable to full time employeesSoFi 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.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.