Senior Manager Operations Enablement Member & Account Safety

The role:

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. 

What you’ll do:

Journey Strategy & Operational Design

• 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. 

Content Lifecycle & Frontline Enablement

• 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 Ensure the frontline is never operating on outdated or unclear information.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.  

Performance Analytics & Continuous Improvement 

• 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.

Cross-Functional Partnership & Strategic Influence 

• 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.

People Leadership and Development

• 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

What you’ll need:

• 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

What We Do

SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions. Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete but can come together to create something truly unconventional in the world. For the last eight years we’ve been charting this new path forward. We call it The SoFi Way. At SoFi we don’t just talk about culture: we live it. The SoFi Way is how we show up every day how we make decisions and how we build for our members clients and each other.

Why Work With Us

Together with our members we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation and we’re at the forefront.

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