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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 Senior 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. Ensure cross-functional partners are aligned on key objectives for the program/product
- 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.
- 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.
- Lead 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:
- 7+ years of experience in operations, business consulting, program management, business or strategy operations
- Product Management: Experience with the product development lifecycle.
- Demonstrated ability to deliver large-scale, enterprise-level programs successfully
- Experience influencing stakeholders and executive leadership through clear and concise written and verbal communication
- Logical, structured, and data-driven approach to problem-solving
- Demonstrated ability to juggle competing priorities
- Ability to clearly and succinctly present information to an executive audience
- Strong sense of ownership and bias for action
- Ability to partner effectively across levels and functions
- A proven track record of executing cross-functional work requiring coordination across multiple stakeholders
Nice to have:
- B2C or Consumer Facing Tech or Fintech experience: Deep understanding of the user experience
- 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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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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