Senior Product Manager, Operations

The Role

At SoFi, we’re on a mission to help our members get their money right and become a Top 10 financial institution. We’re seeking an experienced Senior Product Manager, Operations to own the vision, strategy, and delivery of operations and support platform capabilities that help us scale efficient, high-quality member experiences.

• Create and articulate a clear product vision, strategy, and roadmap for your product area, aligned with SoFi’s broader business objectives.
• Deeply understand member support journeys, agent workflows, and operations pain points to identify opportunities to improve efficiency, accuracy, and experience.
• Partner closely with engineering, design, and user experience research throughout the product lifecycle, from discovery and concept development through execution and high-quality delivery.
• Define success metrics and rigorously measure business impact, operational efficiency, and platform performance.
• Balance member, agent, business, and technical needs to make thoughtful prioritization and investment decisions.
• Build alignment and trust across cross-functional stakeholders, and communicate product strategy, progress, risks, and outcomes clearly to leadership.

Requirements

• 6+ years of product management experience.
• Bachelor’s degree or higher, ideally in a technical, finance, or quantitative field.
• Proven ability to lead cross-functional product initiatives in fast-paced, complex environments.
• Strong product judgment and a proactive, results-oriented mindset.
• Customer-first and operator-minded approach, with the ability to translate user pain points into scalable product solutions.
• Experience working on internal tools, workflow systems, case management, support platforms, or process automation.
• Ability to understand complex user scenarios, business processes, and technical concepts well enough to make informed product decisions.
• Strong collaboration skills and the ability to work effectively with engineering, operations, design, and business stakeholders.
• Excellent written and verbal communication skills, including the ability to simplify complexity for diverse audiences.
• High attention to detail and strong analytical thinking.

Qualifications

• Nice to Have: Experience working on self-service, customer support, agent tooling products, or omnichannel service experiences (chat, voice, in-app support).
• Experience in fintech, financial services, or other highly regulated industries.

Pay

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.

Benefits

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

EEO Statement

SoFi is an Equal Opportunity Employer. We hire the best qualified candidates 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

Accommodations

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.