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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
We’re seeking an experienced Principal Product Manager to own the vision, strategy, and delivery of our Operations & Support Platform services, tooling, and related applications, to help provide best-in-class customer support capabilities to our ever-growing member and business needs.
In this role you will own the central systems our support and operations tools are built upon. You’ll partner closely with engineering and product teams to design and deliver developer APIs and internal tools that enable business growth, drive agent efficiency, and deliver innovative support solutions to better help our members get their money right.
This is a senior individual contributor role designed for a collaborative product leader who thrives on driving impact through centralized solutions, solving complex technical challenges, working deeply with engineering and product teams, and enabling platform scalability.
Specifically this includes the creation and evolution of internal tools, APIs, data services, and workflow components to empower our customer support agents and other operations teams to automate manual processes. The capabilities enabled by your platform services will be the building blocks upon which a best-in-class omnichannel customer service experience is deployed to our agents and members, and will fuel efficiency improvements across a wide variety of backoffice teams. The underlying support platforms you build will enforce consistency and enable transparency across all member touchpoints, and help our business scale by facilitating complex customer needs across multiple product areas.
As a key cross-functional player, you will collaborate closely with our Support Operations teams, Engineering, and other Product Managers from a wide range of Business Units, to set a vision, define priorities, manage trade offs, execute an ambitious agenda, and be accountable to results reported at the executive level.
What You’ll Do:
- Own and evolve the product vision and roadmap for our Operations Platform infrastructure, including:
- Workflow Factory, the building blocks for self-service process automation to replace manual processes with integrated workflows
- Platform Growth, driving platform adoption across our business units by building a set of shared services that centralizes operational processes and applications
- Case Management, ensuring that every touchpoint with a member is comprehensively tracked across services and applications
- Omnichannel services, including IVR, telephony integrations, and live agent chat
- Developer-facing APIs, component libraries, and tools for internal product teams
- Drive platform strategy focused on scalability, reliability, security, and regulatory compliance.
- Partner deeply with engineering to make critical architectural decisions and guide long-term infrastructure investments.
- Collaborate with internal product teams to ensure platform solutions unlock new product opportunities.
- Define success metrics and rigorously measure performance, efficiency, and system health.
- Effectively balance member, agent, business, and technical goals with available resources to maximize impact.
- Drive alignment and build trust with cross-functional stakeholders and across organizations within SoFi.
What You’ll Need:
- 10+ years of product management experience, with significant time in platform, infrastructure, or API product roles.
- Proven track record leading technically complex platform products – such as payment infrastructure, developer platforms, or internal tools – at scale.
- Deep technical fluency with APIs, cloud infrastructure, distributed systems, or financial systems.
- Experience partnering with engineering to navigate architecture decisions and technical trade-offs.
- Demonstrated ability to balance long-term platform investments with near-term delivery needs.
- Strong cross-functional collaboration skills, particularly with engineering, vendors, and stakeholders from a variety of product groups
- Excellent written and verbal communication skills, with the ability to simplify technical complexity for diverse stakeholders.
- Platform thinking, including an ability to identify patterns and surface the abstract commonalities across disparate use cases and products
Top Skills
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