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Who we are:
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 role
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.
What you'll need:
- 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.
Specific experience in finance Operations, New Product launches, program and project management
What the Team is Saying
SoFi Compensation & Benefits Highlights
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Healthcare Strength — Benefits materials describe comprehensive medical, dental, and vision coverage with mental‑health support, EAP, and wellness programs. Feedback suggests some plans include options with 100% company‑paid premiums.
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Parental & Family Support — Parental and family supports include up to 12 weeks fully paid parental leave, fertility/adoption resources, and subsidized backup child and elder care. Pet insurance is also available.
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Leave & Time Off Breadth — Time away benefits include flexible vacation for exempt employees, generous PTO/sick time for non‑exempt staff, and paid holidays. Early‑release “SoFi Fridays” are also cited.
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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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SoFi Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
