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 financial services company and national bank using innovative, mobile-first technology to help our millions of 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:
Manager, Training Support (Agent Nesting)
This position is responsible for the leadership, design, and execution of the Agent Nesting Program, a critical post-new hire training environment within SoFi’s Operational Member Experience organization. You will manage the team of Training Support Specialists who provide dedicated, hands-on coaching and support to new agents. The core focus is to ensure agents successfully transition from the classroom to production by reaching a specified performance target, leveraging specialist-level product and process expertise. You will collaborate closely with the Learning & Delivery team and Production/Operations management.
What you’ll do:
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Program Management: 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.
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Team Leadership: 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.
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Performance & Data Analysis: 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.
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Content Curation: 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.
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Stakeholder Collaboration: 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).
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Quality & Coaching: 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.
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Reporting: Communicate program status, agent progress, performance data, and potential risks or areas of opportunity to senior management and key stakeholders.
What you’ll need:
- Bachelor’s degree in management, training, education, or a related field, Master’s preferred.
- 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.
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our
Benefits at SoFi page!
SoFi 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.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
