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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
As the Product Operations Manager, Complaints, you will drive one of the company’s top strategic priorities: the handling and resolution of customer complaints. This role, and team, will act as a liaison between our Product teams and our Operation, Compliance, and Risk functions to ensure we have a closed loop approach to complaints management and product strategy & development. This broadly impactful and highly visible role will require you to collaborate across organizational boundaries with cross-functional leaders in engineering, product, design, business, risk, operations, privacy, legal, and other critical functions to drive the strategy and execution of .
The ideal candidate for this role exhibits passion and curiosity for highly complex technical initiatives, meticulous attention to detail, tenacious commitment to delivering results with quality and expediency, and exemplary written and verbal communication skills.
Why This Role Matters:
At SoFi, customer trust is paramount. Complaints are not just feedback—they represent opportunities for us to listen, learn, and enhance our products and services. They also are critical for regulatory compliance. This role will report directly to our Product Director, Complaints and support work navigating high-stakes challenges, balancing operational efficiencies, and driving impactful improvements across the entire organization.
What you’ll do:
- Navigate high ambiguity and complexity: Work in a fast-paced, evolving environment that requires problem-solving in areas of significant uncertainty, such as technical challenges, policy discrepancies, and regulatory frameworks.
- Cross-functional collaboration: Partner with every major team at SoFi—including Product, Engineering, Operations, Compliance, Legal, Business Leads, and Risk Management—to ensure each team is successfully understanding and addressing customer complaints.
- Support daily reporting to senior leadership and executive staff & Board-level presentations: Provide daily insights to senior leadership on complaints trends, progress, and escalations. Track core business metrics related to the customer painpoints.
- Facilitate quarterly and annual planning for all customer painpoints: partnering closely with leaders (specifically business operations leads and chiefs of staff) across teams to coordinate materials, help align initiatives, and connect dots across teams to make us more efficient.
What you’ll need:
- 5+ years of experience in operations, business consulting, program management, business or strategy operations
- Hands on operational capabilities with advanced proficiency in Google suite, MS Office apps, etc.
- Strong analytical and organizational skills, experience analyzing and interpreting data
- Logical, structured, and data-driven approach to problem-solving
- Excellent verbal and written communication skills, ability to clearly and succinctly present information to an executive audience
- Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively; a demonstrated ability to juggle competing priorities
- Strong sense of ownership and bias for action
- Inquisitive nature, attention to detail, diligence and a good attitude
- Comfort working in a high growth, constantly changing environment
Nice to have:
- B2C or Consumer Facing Tech or Fintech experience: Deep understanding of the user experience
- Experience with Tableau
- Data Mining skills (SQL, Python)
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.New York applicants: Notice of Employee RightsSoFi is committed to embracing diversity. 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.
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What the Team is Saying
What We Do
For over a decade, SoFi has helped transform the Fintech industry by creating financial products and services that help people borrow, save, spend, invest, and protect their money better, so they can achieve financial independence and realize their ambitions. Whether it’s owning a home, saving for retirement, paying off their student loans, or helping our members invest - SoFi is there every step of the way. Want to learn more about how it works? Check it out here: https://www.sofi.com/how-it-works/
Our core values are at the center of how we help our millions of members get their money right. They are our guiding principles for how we think about serving our members, building our company, and most importantly, how we work together. At SoFi, it’s not just what we do - but how we do it.
SoFi is also proud to be the naming rights partner of SoFi Stadium, home of the Los Angeles Chargers and the Los Angeles Rams.
For more information, visit SoFi.com
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
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