Senior Manager of New Products and Services

Employee Applicant Privacy Notice

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
The role: We are seeking an experienced and strategic business leader to drive the growth and management of our New Product Launches across Global Operations. As the Senior Manager of New Products and Services you will oversee the project and program management across all of Global Operations to ensure we are set up for success bringing these new products to market. . Your responsibilities will include managing partnerships, developing long-term strategies in operations and new product launches, while leveraging your expertise in building the scaled business model for Operations. Previous experience managing financial Operations, Operations Strategy, Program and Project management a plus. This role requires strong cross-functional collaboration with marketing, product, and engineering teams.

What you'll do:

• As a general manager, lead the end-to-end servicing journey for all new products and services across global operations (including impacts to contact Centers, back office, fraud, AML and Collections)

• Partner, develop and execute on growth initiatives, balancing long-term strategy with near-term Member Experience and Agent engagement outcomes.

• Collaborate with Product, Engineering, Marketing, Content, and Partnerships teams to

Outline critical product requirements, risk to build, and necessary mitigations for successful launch of quick launching product and services across the SoFi Brands.

• Set and achieve Operations KPI’s inclusive of Member CSAT scores, Complaints, PC NPS, and Risk mitigations.

• Optimize existing partnerships to enhance strategies and offering capabilities. Communicate the roadmap for new products and Services, to keep all Global Operations Teams informed and educated on New builds, potential Risks, and Operational Readiness .

• Work closely with Product Management to create a seamless customer experience, focusing on improving agent experience and removing pain points for members.

• Stay informed about conflicting product rollouts, risks to meeting launch dates, staffing and or training concerns and other Operations risks to keep the senior leader team informed.

What you'll need:

• 8+ years of relevant experience in Operations, Contact Center Strategy, or Program and Project management experience.

• Proven experience in leading and launching new offerings, and services.

• Strong analytical skills, with deep understanding of Capacity planning, Workforce Management Tools, Learning and development requirement

• Self-driven and proactive with a bias for action. Willingness to take on various tasks, including less glamorous ones.

• Good understanding of the financial servicing landscape, key players, top issues, and competition.

• Ability to thrive in a fast-paced, self-driven environment, with experience in developing and launching new offerings and services.

• Bachelor's degree required.

Specific experience in finance Operations, New Product launches, program and project management

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.