Member Servicing Optimization Program Manager

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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:

As the Member Servicing Optimization Program Manager, you have the exciting opportunity to create a new program focused on solving the challenges that prevent SoFi Operations agents from creating the absolute best Member experience on every contact. You will be responsible for collaborating with cross-functional partners, identifying the right problems to solve and the right solutions to make an impact, including changes to existing processes, policy, technology, and business strategy. As the program grows- you'll ultimately be the driving force for the intake, prioritization, analysis, and solution implementation.

What you'll do:

• {25%} Process & Data Analysis: Conduct a comprehensive analysis of existing operational processes and workflows to identify inefficiencies, bottlenecks, and areas for improvement. Use a data-driven approach to prioritize work on each potential opportunity.
• {25%} Solution Design: Develop and propose innovative solutions and process redesigns to address identified inefficiencies and optimize operational workflows. Gain alignment from leadership stakeholders for solution implementation.
• {30%} Drive Implementation: Work collaboratively with stakeholders to implement the end-to-end solution and ensure it is providing expected results without downstream impacts.
• {10%} Business Case Development: Prepare business cases and cost-benefit analyses to justify prioritization of efforts, outlining potential benefits, ROI, and implementation timelines.
• {10%} Build the Program: Create repeatable processes for intake and prioritization and nurture the pipeline of potential opportunities. Build relationships with stakeholders to ensure awareness and support of the program.

What you'll need:

• BA/BS degree required
• Minimum 2-4 years of experience in process improvement, operations analysis, or process improvement, preferably within a transformational environment.
• Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.
• Proficiency in process mapping, workflow analysis, root cause analysis, and process optimization techniques (ie. Lean Six Sigma)
• Experience in the financial services industry
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• 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 have:

• Masters Business Administration (MBA) degree
• Lean Six Sigma Certifications

Compensation and 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!

Pay range: $89,600.00 - $168,000.00

Payment frequency: Annual

This role is also eligible for a bonus, long term incentives and competitive benefits. More information about our employee benefits can be found in the link above.

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law. The Company hires the best qualified candidate for the job, without regard to protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. New York applicants: Notice of Employee Rights SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com. Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.