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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.
About the Role:
SoFi is seeking an exceptional Senior Director, Complaints to lead and drive one of the company’s top strategic priorities: the handling and resolution of customer complaints. This highly visible role will require a seasoned leader to manage complex, cross-functional work and provide strategic guidance to deliver a world-class customer experience while ensuring regulatory compliance.
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. As the #2 company priority, it is essential that we have a senior leader capable of navigating high-stakes challenges, balancing operational efficiencies, and driving impactful improvements across the entire organization. This role reports progress daily directly to the senior leadership team and will present regularly to Staff and the Board of Directors, underscoring its importance to the business.
Key Responsibilities:
- Lead SoFi’s company-wide complaint resolution efforts: Spearhead the development and execution of a comprehensive complaints strategy across all product lines and service teams.
- 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.
- Work with the VP leads in Money, Fraud, Operations, Borrow to improve complaints; Partner tightly with the SVP of Fraud and Operations to run this program effectively
- Determine Product, Policy and Operation Strategy & See it through execution and completion: Work with subject matter experts to build and ship products, create and improve policies, and design operational processes.
- Own technical and operational complexity: Develop in-depth expertise across SoFi’s diverse suite of products and technologies. Align product solutions with customer service capabilities and regulatory obligations.
- Daily reporting to senior leadership and executive staff & Board-level presentations : Provide daily insights to senior leadership on complaints trends, progress, and escalations. Regularly update the executive team with a clear, data-driven understanding of challenges and opportunities in the complaints process. Report regularly to the Board of Directors, providing strategic recommendations, updates on performance metrics, and insights on operational improvements.
What You Bring:
- Proven leadership in managing complex, cross-organizational programs in a high-growth company, ideally within financial services, fintech, or similarly regulated industries.
- A track record of driving change and solving high ambiguity problems in fast-paced environments.
- Exceptional cross-functional collaboration skills: Able to work effectively with product, technical, and operational teams, while driving alignment and achieving organizational goals.
- Strategic mindset with operational excellence: Ability to think big-picture and long-term, while also being laser-focused on operational efficiency and tactical execution.
- Executive presence: Experience reporting to senior leaders and presenting to boards or similar high-level governing bodies.
- Outstanding communication and negotiation skills, with the ability to influence stakeholders at all levels.
- Work directly with engineering, product and design to give concrete requirements and help develop specific products that meet member’s news
Why You Should Join SoFi:
At SoFi, you’ll be part of a company that’s redefining personal finance for the next generation. Your work will have a direct impact on improving the lives of millions of members, ensuring their concerns are not only addressed but turned into opportunities for long-term satisfaction and loyalty. You will operate at the forefront of some of our most complex and mission-critical challenges.
If you're a dynamic, strategic leader who thrives in complexity, ambiguity, and the opportunity to make a transformative impact—this role is for you.
Apply now to be a key driver in shaping the future of SoFi.
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.
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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