Principal Product Manager, Digital Support Experience

SoFi • Seattle, WA

16h

About The Position

SoFi is seeking an experienced, strategic, and highly collaborative product leader to redefine the Digital Support Experience. In this role, you will lead the development of next-generation interactive support features that empower our members to resolve their needs instantly and intuitively. This role is central to SoFi’s goal of being a trusted guide; you aren't just building a chat tool—you are architecting a world-class, digital-first service ecosystem that helps Members Get Their Money Right.
You will own the roadmap for our intelligent support interfaces, leveraging modern technology to create a seamless, sophisticated experience that reduces the need for phone calls and manual intervention. As a product leader, you will be expected to set ambitious goals for service excellence, be gritty in navigating complex technical integrations and organizational structures, and hold yourself and your cross-functional teams accountable for delivering results that delight our members. You will be a vocal and empathetic customer advocate, influencing experiences across all business units to ensure that when a member needs help, the solution is always at their fingertips.

Requirements

• 10+ years of product management experience, with a demonstrated track record of delivering premium, customer-facing digital experiences at scale.
• A deep understanding of modern customer service dynamics and a passion for using technology to solve human problems.
• Ability to operate in a complex cross-functional environment, leading and influencing colleagues across the company to make timely decisions that advance our service objectives.
• Bachelor’s degree or higher in a technical discipline; experience working with automation, APIs, or conversational components to drive user actions.
• Excellent written and verbal skills, with extensive experience presenting business cases and product impact to C-level leadership.
• A data-driven approach to problem-solving, with the ability to turn support trends and member feedback into a cohesive product strategy.
• You do right by the customer, always. You are obsessed with removing friction and creating "wow" moments within the support experience.

Responsibilities

• Build out the strategy and product roadmap for a suite of interactive, digital-first support features that drive engagement and trust across all SoFi products.
• Identify "leapfrog" features—leveraging data, automation, and conversational UI—to provide a significantly differentiated value to our members, moving from simple FAQs to complex, end-to-end digital resolution.
• Design and prioritize capabilities that allow members to self-serve on high-stakes tasks, ensuring the digital experience is so effective it becomes the preferred channel for every member.
• Communicate the vision, execution plan, and customer impact to all stakeholders, including the highest levels of leadership, ensuring that digital support is recognized as a key driver of member retention.
• Work closely with partners across engineering, data science, operations, customer service, risk, and legal organizations to translate member pain-points into elegant, compliant product solutions.
• Demonstrate the ability to both create the high-level operational strategy and execute on tactical details.
• Monitor product performance through the lens of Member Satisfaction (CSAT), resolution speed, and digital containment, using data to iterate and improve the experience constantly.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal