Operations Change Management Lead

SoFi•Jacksonville, FL

17h

About The Position

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.

Requirements

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 Haves

Master of Business Administration (MBA)
Experience in financial services or other regulated industries
Lean Six Sigma or formal change management certification (Prosci, etc.)

Responsibilities

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.
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.
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.