SoFi
Senior Product Manager, Operations
WA - Seattle; CA - San Francisco · Senior
Sponsorship not specifiedDetected 6 days ago
Product ManagementProduct StrategyCustomer SupportResearchCommunicationCollaboration
About the role
- At SoFi, we're on a mission to help our members get their money right and become a Top 10 financial institution.
Responsibilities
- Deeply understand member support journeys, agent workflows, and operations pain points to identify opportunities to improve efficiency, accuracy, and experience.
- Partner closely with engineering,design, and user experience research throughout the product lifecycle, from discovery and concept development through execution and high-quality delivery.
- Build alignment and trust across cross-functional stakeholders, and communicate product strategy, progress, risks, and outcomes clearly to leadership.
- Proven ability to lead cross-functional product initiatives in fast-paced, complex environments.
- Experience working on internal tools, workflow systems, case management, support platforms, or process automation.
Requirements
- 6+ years of product management experience.
- Bachelor's degree or higher, ideally in a technical, finance, or quantitative field.
- Customer-first and operator-minded approach, with the ability to translate user pain points into scalable product solutions.
- Ability to understand complex user scenarios, business processes, and technical concepts well enough to make informed product decisions.
- Excellent written and verbal communication skills, including the ability to simplify complexity for diverse audiences.
Nice to have
- Experience in fintech, financial services, or other highly regulated industries.
- 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.
- New York applicants: Notice of Employee Rights
- SoFi is committed to an inclusive culture.
- 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.
Compensation
- 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.
Benefits
- We're seeking an experienced Senior Product Manager, Operations to own the vision, strategy, and delivery of operations and support platform capabilities that help us scale efficient, high-quality member experiences.
- Create and articulate a clear product vision, strategy, and roadmap for your product area, aligned with SoFi's broader business objectives.
- To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
Company info
- 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.
- In this role, you will work across self-service experiences, agent tooling, workflow automation, case management, and omnichannel support capabilities to improve efficiency, drive consistency, and enable better outcomes for both members and internal teams.
- You will partner closely with Support Operations, Engineering, Design, Data, and Product teams across SoFi to identify high-impact opportunities, define priorities, manage tradeoffs, and deliver scalable solutions.
- The capabilities you build will empower front-line agents, reduce manual work across operations teams, and create the foundation for seamless, end-to-end member support across multiple product areas.
- Define success metrics and rigorously measure business impact, operational efficiency, and platform performance.
- Balance member, agent, business, and technical needs to make thoughtful prioritization and investment decisions.
- What You'll Need
- Strong product judgment and a proactive, results-oriented mindset.
- Strong collaboration skills and the ability to work effectively with engineering, operations, design, and business stakeholders.
- High attention to detail and strong analytical thinking.
- Nice to Have
- Experience working on self-service, customer support, agent tooling products, or omnichannel service experiences (chat, voice, in-app support).
This listing is sourced directly from SoFi's careers page and normalized into a canonical job model.