Operations Change Management Lead

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Who we are:

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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 Operations Change Management Lead, you will play a critical role in ensuring Global Operations is prepared to successfully adopt and execute the continuous stream of product, process, and operational changes across the organization. This role serves as the central “air traffic control” for operational change, maintaining the roadmap and timeline for Operations Enablement initiatives while ensuring frontline teams are prepared, informed, and positioned for success.

You will partner closely with Product, Operations, Risk, Compliance, L&D, and Enablement teams to translate complex changes into clear operational plans. This includes coordinating operational readiness for new product launches, facilitating effective communication and adoption of process changes, and packaging high volumes of business-as-usual updates into digestible, actionable guidance for frontline teams.This role requires strong operational judgment, exceptional organizational skills, and the ability to influence cross-functional partners in a fast-paced, high-growth environment.

What you’ll do:

• Change Portfolio Management & Operational Roadmap Ownership: Own the centralized Operations Enablement roadmap and timeline for product change initiatives. Serve as the primary coordinator across product launches to ensure visibility, prioritization, and sequencing of work. Maintain a holistic view of upcoming product changes impacting Operations and proactively identify conflicts, dependencies, and resourcing constraints.

• Change Communication & Adoption Enablement: Create scalable processes to organize and distribute the high volume of business-as-usual operational updates impacting agents and managers. Consolidate updates across multiple stakeholders into clear, structured communications that reduce noise while increasing operational clarity and consistency. Package complex updates into clear, actionable messaging that enables frontline teams to quickly understand what is changing, why it matters, and how it impacts their workflows. Partner with L&D and Enablement teams to ensure training and support materials align with operational change timelines.

• Create Scalable Systems and Processes for Global Operations: Develop structured approaches to communicating and driving adoption of all operational changes across Global Operations. Set standards for minimum change management requirements across all of Global Operations. Define and monitor metrics to validate effectiveness of change management processes.

What you’ll need:

• Bachelor of Arts (BA) or Bachelor of Science (BS) degree required

• 6+ years of experience in operations, change management, program management, or operational enablement - preferably in a high-growth or complex operating environment

• Proven ability to manage complex portfolios of work and coordinate initiatives across multiple cross-functional teams

• Strong organizational and prioritization skills with the ability to manage competing timelines and dependencies

• Experience in the financial services industry

• Exceptional cross-functional collaboration skills and the ability to influence without direct authority

• Exceptional communication skills with the ability to translate complex operational changes into clear, actionable messaging

• Strong stakeholder management skills and the ability to influence without direct authority

• Demonstrated ability to operate effectively in fast-paced, ambiguous environments

• Strong attention to detail with a bias toward operational clarity and execution

Nice to have:

• Master of Business Administration (MBA)

• Experience in financial services or other regulated industries

• Lean Six Sigma or formal change management certification (Prosci, etc.)

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 Rights

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.