Senior Manager, Servicing Optimization Program Operations

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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 Manager, Servicing Optimization Program Operations, you have the exciting opportunity to drive the success of several Global Operations programs focused on solving the challenges that prevent SoFi Operations agents from creating the absolute best Member experience on every contact. This role is accountable for the ongoing performance, optimization, and scalability of established programs, partnering cross-functionally to solve complex problems and deliver measurable impact.

What you’ll do:

• {30%} Program Performance Management & Optimization: Own the ongoing performance of multiple Global Operations programs once launched. Track and analyze specific program KPIs to ensure sustained results. Identify performance gaps, risks, and trends, and drive continuous improvement to maximize operational and Member impact.

• {30%} Drive Solution Implementation & Execution Excellence: Identify the highest-impact operational problems by synthesizing performance data, agent feedback, and business inputs. Develop and gain alignment to practical, scalable solutions and process enhancements that address root causes. Work cross-functionally with Operations, Product, Technology, Analytics, Quality, and L&D to implement solutions end-to-end. Proactively manage risks and dependencies throughout execution.

• {20%} Cross-Functional Partnership & Stakeholder Management: Serve as a trusted partner to key stakeholders by translating complex, ambiguous challenges into clear plans and outcomes. Communicate program progress, risks, and recommendations through concise executive updates. Influence decisions through data-backed insights and strong operational judgment, without direct authority.

• {20%} Risk & Controls: Proactively identify, assess, and mitigate operational, compliance, and execution risks across servicing optimization programs.

Senior Manager, Servicing Optimization Program Operations

Job Description

Ensure appropriate controls, monitoring mechanisms, and escalation paths are in place to prevent downstream impacts to Members, agents, or regulatory obligations. Partner closely with Risk, Compliance, Legal, and Internal Audit to ensure programs are operationally sound, well-governed, and audit-ready.

What you’ll need:

• BA/BS degree required

• 2-4 years of experience in operations, program management, process optimization, or a related field, preferably in a high-growth or complex operating environment

• Proven ability to manage and optimize multiple programs simultaneously with strong attention to detail and outcomes

• Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.

• Experience in the financial services industry

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

• Clear, concise communicator who can tailor messaging to both frontline and executive audiences

• Highly motivated self-starter with a passion for driving continuous improvement and operational excellence.

• Effectively network and build partnerships in a fast-paced environment ● Ability to work in a very fast-paced, dynamic, and sometimes ambiguous environment

• Excellent attention to detail

Nice to have:

• MBA

• Lean Six Sigma Certifications

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.