Director, Learning and Development – Operations

This is a fully remote position, open to applicants in California, +6 more states.

📋 Description

• Lead the comprehensive Learning & Development (L&D) program strategy, ensuring alignment between member experience objectives and data-driven learning portfolios.

• Guide a team of seasoned Senior Managers to promote a culture of innovative collaboration and excellence.

• Oversee the Operational Learning Library through various phases, from onboarding to active production.

• Employ a variety of methodologies, including classroom sessions, huddle guides, and digital coaching tools.

• Incorporate AI technologies to enhance knowledge databases, optimize processes, and manage administrative tasks related to onboarding and L&D initiatives.

• Foster a strong culture of continuous learning for both Operations managers and individual contributors.

• Identify opportunities to enhance content for better learner retention and accessibility through AI applications.

• Manage all administrative training responsibilities, including scheduling, maintaining records, and conducting evaluations.

• Provide reports on program effectiveness and necessary investments to senior leadership.

• Collaborate with enterprise L&D partners to ensure organizational coherence across Operations.

⛳️ Requirements

• Bachelor's degree in a relevant discipline; a Master's degree is preferred.

• Over 8 years of experience managing teams within Operations and front-line teams across various business sectors.

• A decade of experience in L&D or talent development, particularly in training design.

• At least 8 years of experience in the banking or fintech industry.

• Experience using AI tools and platforms to develop adaptive learning pathways, curricula, or real-time assessments for agents, identifying performance gaps.

• Demonstrated ability to deliver training effectively in both in-person and remote settings.

• Outstanding presentation skills with the capability to engage with executive leadership.

• Familiarity with instructional design principles, adult learning methodologies, and AI content creation.

• Proven track record in developing curricula for call centers or operational roles.

• Proficient in translating data analytics into actionable improvements in training.

🏝️ Benefits

• This position also qualifies for a bonus, long-term incentives, and a competitive benefits package. Additional details about our employee benefits can be found in the link above.