Learning & Delivery Program Manager

The role:

This position is responsible for the management of the development and design of all operational training & development and training programs across SoFi’s Operational Member Experience organization including Global Business Partners. In this role, you’ll manage a team of Instructional Designers and collaborate with teams serving multiple cross-product members, including Operations Leaders, Risk management teams, and Global Business Partners. 

What you’ll do: 

• Direct and mentor a team of Instructional Designers responsible for the creation, documentation, and management of all Operations learning content. This encompasses the development of instructional design curricula, learning resources, and training courses and modules tailored for operational alignment and agent job skill enhancement. Ensure training delivery methods include traditional classroom settings, virtual guided sessions, and self-paced, self-directed modules. Explore and implement innovative approaches, such as segmented learning, to maximize knowledge retention and application.
• Develop SoFi’s principles 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.
• Drive scale and Member Experience by effectively utilizing the learning management system (LMS) and related tools. This includes integrating the LMS with other relevant systems, and developing a robust plan to optimize and iterate upon the system to align with evolving business needs. Use the LMS to build curriculum and leverage other learning management tools as needed.
• Manage the LMS to ensure a smooth and effective learning experience for users. (e.g. system configuration, troubleshooting, user account management, and data integration with other platforms).
• Apply a data-focused approach to continually improving SoFi’s learning and delivery programs, strategies, and principles. Track and analyze the training programs effectiveness by examining learner's satisfaction levels, proficiency testing, and on the job performance improvement.
• 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.
• Maintain clear and concise training creation, maintenance and completion records to satisfy Internal Audit and Regulatory requests.

What you’ll need:

• Bachelor’s degree in management, training, education, psychology or other related field, Master’s preferred
• Minimum of five years of learning development,  including a minimum of three years supervisory experience in corporate training design, and assessment
• Experience delivering training in both a classroom setting and virtually/remotely
• Excellent interpersonal and presentation skills coupled with exceptional written and verbal communication 
• Minimum of five years experience and/or Completed coursework in instructional design including ADDIE methodology.   
• Sound understanding of adult learning techniques, instructional design and delivery, blended learning methodologies and industry best practices
• Excellent performance and demonstrated operations/call center curriculum development
• Ability to provide feedback and demonstrate a variety of coaching methods
• Strong 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 decisions
• Ability to work with a flexible schedule in a fast paced, ever changing environment
• Ability to build strong relationships within all levels of an organization 
• Ability to travel to domestic and international call