Senior Operations Infrastructure Lead, AI & Automation

SoFi•Jacksonville, FL

About The Position

We are seeking a Senior Operations Infrastructure Lead, AI & Automation to scale and modernize the enterprise case management and workflow systems that power high-volume, risk-sensitive Operations functions including Fraud and Disputes platforms. Reporting to the Senior Operations Infrastructure Manager, this role owns the configuration, optimization, and intelligent automation of enterprise SaaS and case management platforms used by Operations teams. You will design scalable workflows, operationalize AI-enabled capabilities, and partner closely with Product, Engineering, Project/Program Management, Data, and external vendors to ensure systems evolve in step with business growth. This is a hands-on, technically strong role focused on workflow architecture, automation strategy, and integration enablement. We are looking for someone who is proactive, decisive, and comfortable leading complex initiatives across teams.

Requirements

5+ years of experience in enterprise applications, workflow configuration, systems administration, or operations technology.
Strong hands-on experience configuring SaaS or case management platforms in high-volume operational environments.
Experience implementing automation or AI-assisted capabilities within enterprise systems.
Functional understanding of APIs, integrations, workflow orchestration, and data flows.
Experience working in regulated risk-sensitive environments (e.g. fintech, financial services, fraud, disputes, AML) preferred.
Strong technical judgment and ability to operate independently.
Demonstrated ability to lead complex initiatives and influence cross-functional partners without direct authority.
Clear, confident communication skills across technical and business audiences.

Nice To Haves

Experience operationalizing LLM-powered or AI-driven features within SaaS platforms.
Familiarity with fraud, disputes, or financial services case management systems.
Basic scripting or technical background (not required, but helpful).

Responsibilities

Design and configure scalable workflows, queues, routing logic, automation triggers, and case management processes within enterprise platforms.
Translate business requirements into structured, maintainable system configurations.
Identify operational inefficiencies and aggressively drive system-based solutions to improve throughput, accuracy, and scalability.
Modernize legacy processes and reduce technical debt across the Operations ecosystem.
Maintain clear functional specs documentation, configuration standards, and implementation playbooks.
Configure and deploy AI-powered capabilities within operational systems, including case summarization, intelligent routing, risk signal surfacing, and decision-support workflows.
Partner with Product, Engineering, Data, and external vendors to integrate AI outputs into case management platforms.
Ensure AI-enabled workflows are auditable, compliant, and aligned with risk controls.
Monitor performance and continuously refine configurations to improve accuracy, usability, and business impact.
Partner with Engineering to support system integrations, API connections, and data flows between platforms.
Participate in solution design sessions and ensure integration designs align with operational requirements.
Lead validation, testing, and rollout of system enhancements.
Troubleshoot and resolve complex configuration, automation, and workflow issues.
Independently lead multi-team initiatives with meaningful business impact, driving progress and unblocking cross-functional dependencies.
Establish and maintain strong configuration governance, access controls, and change management practices.
Define and monitor system health and automation performance metrics.
Build reporting and dashboards to measure workflow effectiveness and shared business KPIs.
Proactively identify risk exposure within system design and implement mitigation strategies.
Simplify and standardize processes to reduce operational and technical complexity.