Senior Manager Operations Enablement, Member & Account Safety

SoFi•Jacksonville, FL

About The Position

Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The Senior Manager, Member & Account Safety is a high-impact leadership role for someone who thrives at the intersection of strategy and execution. Reporting to the Director of Operations Enablement, SIPS, Crypto & Member, you will own the operational ecosystem of our Member business line and account safety initiatives. You will lead a team that ensures every product launch, process change, and member journey is built for scale, efficiency and delight. You are the connective tissue between the Business, Product, Operations and the Frontline teams. You don’t just document processes, you architect them. You don’t just track OKRs, you diagnose what is broken and build the fix. You are the "Voice of the Member" to our business teams and the "Voice of the Frontline" to our executives. This role is for someone who gets energized by being hands on while thinking two steps ahead.

Requirements

5+ years of Financial Services experience
3+ years of people management experience
Journey mindset, not just tasks/processes
Strong analytical skills
Communication/influence skills w/ executive presence
Ability to influence and drive cross-functional initiatives and bring alignment to initiatives that may not have a clearly defined scope
A clear communicator with excellent verbal and written communication skills
Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively
Inquisitive nature, attention to detail, diligence and a good attitude
Methodical, self-starter, hands-on
Strong analytical and organizational skills

Responsibilities

Own critical Member journeys end-to-end. Define the operational requirements, design high-efficiency workflows, and lead global rollout/go-to-market governance in partnership with EPD.
Serve as the definitive Subject Matter Expert (SME) for Member processes. Ensure all workflows are documented, compliant, and resilient to regulatory shifts.
Manage the creation and maintenance of all operational content (Job Aids, Process Maps, Help Center, etc). Ensure the frontline is never operating on outdated or unclear information.
Translate complex technical product specifications into clear, actionable guidance for frontline teams.
Act as the primary conduit for the “Voice of the Member”. Surface member and frontline friction points and advocate for product changes that drive automation or self-service in the digital experience.
Define and track the story behind the OKRs (CSAT, AHT, Contact Rate, FCR, etc) and lead data-driven investigations into OKR trends. Move beyond symptoms to fix structural issues, building business cases for the resources or digital-first changes needed to resolve them.
Beyond tracking metrics, you serve as the primary expert on the unit economic costs within your products. You identify how specific operational inputs like process friction, contact drivers, and handling complexity impact the bottom line. You are responsible for providing the strategic recommendations necessary to optimize these drivers and improve overall business efficiency.
Use analytics to identify trends, predict capacity needs, and recommend process improvements that balance cost efficiency with a best-in-class member experience.
Own and prioritize the operational backlog for your product. You decide which internal tool enhancements or features will move the needle the most for the business.
Build deep trust with Business Unit leaders, EPD, Marketing, and Risk partners. Speak with authority on trade-offs, timelines, and the operational feasibility of the Member roadmap.
Contribute to quarterly and annual plans by forecasting how business growth and product roadmaps will impact operational complexity and capacity requirements in the long term.
Lead a team of individual contributors with deep product level expertise
Mentor and grow internal talent to be strong strategy partners
Create a collaborative and positive high-performing team environment

Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

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