Principal Case Management Platform Manager

SoFi•Frisco, TX

11h•Remote

About The Position

This role exists to own and evolve SoFi’s enterprise case management platform, with a primary focus on Pega. The Principal Case Management Platform Manager (IC5) is responsible for defining how workflows are built, scaled, and used across operations. This person leads the platform strategy and execution, including the migration from Zendesk to Pega, and drives automation of manual workflows across payments, lending, fraud, and servicing. They act as the bridge between Product, Operations, Risk, and Engineering to ensure the platform supports business priorities and improves operational efficiency at scale.

Requirements

Bachelor’s degree in a technical or business-related field
10+ years of experience with the Pega platform
Deep expertise in Pega (v7–v8+), including Pega Cloud (PaaS)
Experience owning or leading enterprise platforms or products end-to-end
Strong background in workflow design, case management, and process optimization
Experience working cross-functionally with Product, Operations, Risk, and Engineering
Ability to influence senior stakeholders and translate technical concepts into business outcomes
Proven ability to operate in ambiguity and drive results independently

Nice To Haves

Pega Lead System Architect (LSA) certification
Experience with GenAI and Constellation UI
Domain expertise in payments, fraud, or lending
Familiarity with IAM tools such as Okta, SailPoint, or CyberArk

Responsibilities

Own the strategy, roadmap, and operating model for Pega and case management platforms
Lead the end-to-end migration from Zendesk to Pega and ensure long-term scalability
Partner with Product, Operations, Risk, and Engineering to translate business needs into workflow solutions
Design and optimize workflows that reduce manual work and improve operational efficiency
Establish platform governance, standards, and best practices to ensure consistency and reuse
Oversee delivery, implementation, and rollout to ensure solutions are adopted and meet business goals
Drive release readiness, user adoption, training, and change management
Ensure platform capabilities meet regulatory and compliance requirements (e.g., SOX, PCI)
Define and track success metrics, monitor platform performance, and continuously improve based on data and feedback