Senior Director, Complaints
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About The Position
SoFi is seeking an exceptional Senior Director, Complaints to lead and drive one of the company's top strategic priorities: the handling and resolution of customer complaints. This highly visible role will require a seasoned leader to manage complex, cross-functional work and provide strategic guidance to deliver a world-class customer experience while ensuring regulatory compliance. At SoFi, customer trust is paramount. Complaints are not just feedback-they represent opportunities for us to listen, learn, and enhance our products and services. They also are critical for regulatory compliance. As the #2 company priority, it is essential that we have a senior leader capable of navigating high-stakes challenges, balancing operational efficiencies, and driving impactful improvements across the entire organization. This role reports progress daily directly to the senior leadership team and will present regularly to Staff and the Board of Directors, underscoring its importance to the business.
