Director, Learning and Development - Operations

About Us

Join a pioneering financial services company that is revolutionizing personal finance through innovative, mobile-first technology. We are dedicated to helping millions of members reach their financial goals, while fostering a culture guided by core values that impact lives every day.

Role Overview

The Director of Operations Learning & Development is tasked with establishing and scaling a contemporary learning ecosystem within the Operations division. This key leadership position is responsible for ensuring all Operations employees have access to the tools and knowledge necessary to deliver prompt, member-focused service. Responsibilities span the full lifecycle of learning—from onboarding new hires to ensuring readiness for product launches and managing knowledge resources.

Key Responsibilities

• Develop and execute a comprehensive learning and development strategy that aligns with member experience objectives, underpinned by data-driven learning initiatives.
• Lead and mentor a team of senior learning managers, cultivating an environment of innovation and high performance.
• Oversee the Operations Learning Library, supporting employees at all stages from recruitment through active duty.
• Implement diverse training methodologies including in-person classes, quick-reference guides, and digital coaching tools.
• Leverage artificial intelligence solutions to enhance knowledge bases, streamline workflows, and automate administrative onboarding and training tasks.
• Promote a culture of ongoing learning among Operations managers and staff alike.
• Identify opportunities to optimize instructional content to boost learner engagement and accessibility using AI technologies.
• Manage all administrative aspects of training programs such as scheduling, record keeping, and performance evaluations.
• Communicate program outcomes and resource needs to senior management.
• Coordinate with company-wide learning and development teams to ensure consistency across Operations.

Required Qualifications

• Bachelor’s degree in a relevant discipline; a Master’s degree is preferred.
• Over 8 years of experience leading teams within Operations, including frontline groups across multiple business sectors.
• At least 10 years dedicated to learning and development or talent growth, with proven expertise in training design.
• More than 8 years working in banking or fintech environments.
• Hands-on experience utilizing AI tools for adaptive learning paths, curriculum development, real-time agent assessments, and identifying performance gaps.
• Proven capability to deliver effective training both in-person and virtually.
• Strong presentation skills and effective communication with executive leadership.
• Deep understanding of instructional design, adult learning theories, and AI-driven content creation.
• Demonstrated success in developing operational and call center-focused curricula.
• Ability to translate data analytics into actionable training improvements.

Compensation and Benefits

The base salary will be determined based on factors such as your experience, skills, and geographic location. Our comprehensive benefit offerings support your well-being and career growth.

Equal Employment

We embrace diversity and provide equal employment opportunities to all candidates regardless of race, gender, religion, age, disability, veteran status, or any other legally protected status.

Additional Information

• Reasonable accommodations are available for candidates with disabilities throughout the application and interview process.
• Remote work from Hawaii or Alaska is not supported due to insurance limitations.
• Internal candidates should apply through the company’s internal job board.