Fraud and Disputes Member Experience Program Manager

SoFi•Jacksonville, FL

12d•Remote

About The Position

As the Fraud and Disputes Member Experience Program Manager you will support the creation and execution of initiatives focused on solving the daily challenges that prevent Fraud and Dispute agents from delivering an exceptional member experience. You will act as a key liaison between the frontline and cross-functional partners, identifying specific friction points in the fraud and dispute lifecycle and helping implement the changes—across process, policy, and technology—needed to make an impact. You will be a core contributor to the intake and analysis of operational hurdles, ensuring that every fraud contact is handled with speed, empathy, and accuracy. In this role, success isn't just about efficiency; it's about Trust. You are optimizing the processes that ensure a member feels heard, protected, and supported when their money is on the line.

Requirements

BA/BS degree required
Minimum 2+ years of experience in process improvement, operations analysis, or process improvement, preferably within a transformational environment.
Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.
Proficiency in process mapping, workflow analysis, root cause analysis, and process optimization techniques
Experience in the financial services industry
Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
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

Responsibilities

Drive Implementation: Work closely with stakeholders to roll out specific solutions, ensuring that changes to fraud tools or policies are adopted smoothly and provide the intended results for both agents and members. Propose solutions to leaders and work closely with internal business partners to execute.
Process & Data Analysis: Review existing fraud and dispute workflows to pinpoint specific bottlenecks and inefficiencies. Use data to highlight the "pain points" that most frequently delay resolution or frustrate members.
Solution Design: Assist in developing and proposing practical process updates and workflow redesigns to optimize the dispute journey. Help gain alignment from team leads and stakeholders for implementation.
Business Case Support: Help prepare simple cost-benefit analyses and justifications for prioritization, focusing on how specific changes will improve resolution times or reduce agent manual work.
Support the Pipeline: Help manage the intake process for agent feedback and maintain the pipeline of potential opportunities. Build strong relationships with frontline staff to ensure their challenges are heard and addressed.