Senior Manager, Servicing Optimization Program Operations

SoFi • Cottonwood Heights, UT

8d

About The Position

The Role: As the Senior Manager, Servicing Optimization Program Operations, you have the exciting opportunity to drive the success of several Global Operations programs focused on solving the challenges that prevent SoFi Operations agents from creating the absolute best Member experience on every contact. This role is accountable for the ongoing performance, optimization, and scalability of established programs, partnering cross-functionally to solve complex problems and deliver measurable impact. What You’ll Do: 30%} Program Performance Management & Optimization: Own the ongoing performance of multiple Global Operations programs once launched. Track and analyze specific program KPIs to ensure sustained results. Identify performance gaps, risks, and trends, and drive continuous improvement to maximize operational and Member impact. 30%} Drive Solution Implementation & Execution Excellence: Identify the highest-impact operational problems by synthesizing performance data, agent feedback, and business inputs. Develop and gain alignment to practical, scalable solutions and process enhancements that address root causes. Work cross-functionally with Operations, Product, Technology, Analytics, Quality, and L&D to implement solutions end-to-end. Proactively manage risks and dependencies throughout execution. 20%} Cross-Functional Partnership & Stakeholder Management: Serve as a trusted partner to key stakeholders by translating complex, ambiguous challenges into clear plans and outcomes. Communicate program progress, risks, and recommendations through concise executive updates. Influence decisions through data-backed insights and strong operational judgment, without direct authority. 20%} Risk & Controls: Proactively identify, assess, and mitigate operational, compliance, and execution risks across servicing optimization programs. Ensure appropriate controls, monitoring mechanisms, and escalation paths are in place to prevent downstream impacts to Members, agents, or regulatory obligations. Partner closely with Risk, Compliance, Legal, and Internal Audit to ensure programs are operationally sound, well-governed, and audit-ready.

Requirements

• BA/BS degree required
• 2-4 years of experience in operations, program management, process optimization, or a related field, preferably in a high-growth or complex operating environment
• Proven ability to manage and optimize multiple programs simultaneously with strong attention to detail and outcomes
• Demonstrates capability in data analysis and interpretations leveraging tools including Tableau and Google Sheets, etc.
• Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.
• Experience in the financial services industry
• Exceptional cross-functional collaboration skills and the ability to influence without direct authority
• Clear, concise communicator who can tailor messaging to both frontline and executive audiences
• Highly motivated self-starter with a passion for driving continuous improvement and operational excellence.
• Effectively network and build partnerships in a fast-paced environment
• Ability to work in a very fast-paced, dynamic, and sometimes ambiguous environment
• Excellent attention to detail

Nice To Haves

• MBA
• Lean Six Sigma Certifications

Responsibilities

• Program Performance Management & Optimization: Own the ongoing performance of multiple Global Operations programs once launched. Track and analyze specific program KPIs to ensure sustained results. Identify performance gaps, risks, and trends, and drive continuous improvement to maximize operational and Member impact.
• Drive Solution Implementation & Execution Excellence: Identify the highest-impact operational problems by synthesizing performance data, agent feedback, and business inputs. Develop and gain alignment to practical, scalable solutions and process enhancements that address root causes. Work cross-functionally with Operations, Product, Technology, Analytics, Quality, and L&D to implement solutions end-to-end. Proactively manage risks and dependencies throughout execution.
• Cross-Functional Partnership & Stakeholder Management: Serve as a trusted partner to key stakeholders by translating complex, ambiguous challenges into clear plans and outcomes. Communicate program progress, risks, and recommendations through concise executive updates. Influence decisions through data-backed insights and strong operational judgment, without direct authority.
• Risk & Controls: Proactively identify, assess, and mitigate operational, compliance, and execution risks across servicing optimization programs. Ensure appropriate controls, monitoring mechanisms, and escalation paths are in place to prevent downstream impacts to Members, agents, or regulatory obligations. Partner closely with Risk, Compliance, Legal, and Internal Audit to ensure programs are operationally sound, well-governed, and audit-ready.

What This Job Offers

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