SoFi · 1 hour ago
Technical Training Manager
Cottonwood Heights, UT
Full-time
Hybrid
Senior Level
5+ years expSoFi is a next-generation financial services company and national bank that is transforming personal finance. The Technical Training Manager will lead the Agent Nesting Program, overseeing training support specialists and ensuring successful agent transitions from training to production through effective coaching and data analysis.
CreditCredit CardsFinancial ServicesFinTechLendingWealth Management
Responsibilities
Collaborate in the develop, implement, and manage all aspects of the Agent Nesting Program, including its structure, schedule, content, and agent-to-specialist assignment methodology
Hire, train, and mentor a team of Training Support Specialists, ensuring they maintain expert-level knowledge of SoFi products and processes to deliver effective one-on-one coaching and support
Apply a data-focused approach to continually monitor the effectiveness of the nesting period. Track and analyze key agent performance indicators (KPIs) and proficiency metrics to ensure agents are on target for successful graduation to production teams
Collaborate with Instructional Design, Training, and Operations Leadership to develop and maintain specialized training materials, job aids, and knowledge management resources specific to the nesting environment and common performance gaps identified during this period
Serve as the key liaison between the Learning & Delivery team (to provide feedback on new hire training effectiveness) and Production Operations (to facilitate a smooth transition of agents and ensure alignment on performance goals)
Oversee the coaching standards within the nesting environment, ensuring Training Support Specialists are using consistent, effective coaching models to improve agent skills, knowledge, and adherence to quality standards
Communicate program status, agent progress, performance data, and potential risks or areas of opportunity to senior management and key stakeholders
Qualification
Required
Bachelor's degree in management, training, education, or a related field
Minimum of five years of experience in corporate training, coaching, operations, or call center environment, including supervisory experience
Minimum of three years of direct experience managing a post-training/nesting/incubation program or a dedicated coaching team
Proven subject matter expertise in financial services/SoFi products and complex operational processes
Expertise in one-on-one coaching methodologies and performance-based feedback models
Strong analytical skills with the ability to interpret performance data and translate insights into actionable coaching and program improvements
Excellent interpersonal and presentation skills coupled with exceptional written and verbal communication
Sound understanding of adult learning techniques and instructional design principles
Strong project management experience, including the management and delivery of multiple concurrent workstreams
Ability to build strong relationships within all levels of an organization
Ability to work with a flexible schedule in a fast-paced, ever-changing environment
Ability to travel to domestic and international call centers, as needed
Preferred
Master's degree preferred
Company
SoFi
SoFi is a finance company that offers a range of lending and wealth management services.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$12.25BKey Investors
Fortress Investment GroupPGIMQatar Investment Authority
2025-12-04Post Ipo Equity· $1.5B
2025-07-29Post Ipo Equity· $1.5B
2025-04-17Post Ipo Debt· $3.2B
Leadership Team
Anthony Noto
CEO
Jeremy Rishel
Chief Technology Officer
Recent News
dcm.com
2025-12-31
The Motley Fool
2025-12-26
2025-12-24
Company data provided by crunchbase