Senior Manager of New Products and Services

SoFi • Cottonwood Heights, UT

2d

About The Position

The role: We are seeking an experienced and strategic business leader to drive the growth and management of our New Product Launches across Global Operations. As the Senior Manager of New Products and Services you will oversee the project and program management across all of Global Operations to ensure we are set up for success bringing these new products to market. . Your responsibilities will include managing partnerships, developing long-term strategies in operations and new product launches, while leveraging your expertise in building the scaled business model for Operations. Previous experience managing financial Operations, Operations Strategy, Program and Project management a plus. This role requires strong cross-functional collaboration with marketing, product, and engineering teams. What you'll do: As a general manager, lead the end-to-end servicing journey for all new products and services across global operations (including impacts to contact Centers, back office, fraud, AML and Collections) Partner, develop and execute on growth initiatives, balancing long-term strategy with near-term Member Experience and Agent engagement outcomes. Collaborate with Product, Engineering, Marketing, Content, and Partnerships teams to Outline critical product requirements, risk to build, and necessary mitigations for successful launch of quick launching product and services across the SoFi Brands. Set and achieve Operations KPI’s inclusive of Member CSAT scores, Complaints, PC NPS, and Risk mitigations. Optimize existing partnerships to enhance strategies and offering capabilities. Communicate the roadmap for new products and Services, to keep all Global Operations Teams informed and educated on New builds, potential Risks, and Operational Readiness . Work closely with Product Management to create a seamless customer experience, focusing on improving agent experience and removing pain points for members. Stay informed about conflicting product rollouts, risks to meeting launch dates, staffing and or training concerns and other Operations risks to keep the senior leader team informed.

Requirements

• 8+ years of relevant experience in Operations, Contact Center Strategy, or Program and Project management experience.
• Proven experience in leading and launching new offerings, and services.
• Strong analytical skills, with deep understanding of Capacity planning, Workforce Management Tools, Learning and development requirement
• Self-driven and proactive with a bias for action.
• Willingness to take on various tasks, including less glamorous ones.
• Good understanding of the financial servicing landscape, key players, top issues, and competition.
• Ability to thrive in a fast-paced, self-driven environment, with experience in developing and launching new offerings and services.
• Bachelor's degree required.

Nice To Haves

• Specific experience in finance Operations, New Product launches, program and project management

Responsibilities

• lead the end-to-end servicing journey for all new products and services across global operations (including impacts to contact Centers, back office, fraud, AML and Collections)
• Partner, develop and execute on growth initiatives, balancing long-term strategy with near-term Member Experience and Agent engagement outcomes.
• Collaborate with Product, Engineering, Marketing, Content, and Partnerships teams to Outline critical product requirements, risk to build, and necessary mitigations for successful launch of quick launching product and services across the SoFi Brands.
• Set and achieve Operations KPI’s inclusive of Member CSAT scores, Complaints, PC NPS, and Risk mitigations.
• Optimize existing partnerships to enhance strategies and offering capabilities.
• Communicate the roadmap for new products and Services, to keep all Global Operations Teams informed and educated on New builds, potential Risks, and Operational Readiness
• Work closely with Product Management to create a seamless customer experience, focusing on improving agent experience and removing pain points for members.
• Stay informed about conflicting product rollouts, risks to meeting launch dates, staffing and or training concerns and other Operations risks to keep the senior leader team informed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees