Product Operations Manager, Complaints

The role

As the Product Operations Manager, Complaints, you will drive one of the company’s top strategic priorities: the handling and resolution of customer complaints. This role, and team, will act as a liaison between our Product teams and our Operation, Compliance, and Risk functions to ensure we have a closed loop approach to complaints management and product strategy & development. This broadly impactful and highly visible role will require you to collaborate across organizational boundaries with cross-functional leaders in engineering, product, design, business, risk, operations, privacy, legal, and other critical functions to drive the strategy and execution of . 

The ideal candidate for this role exhibits passion and curiosity for highly complex technical initiatives, meticulous attention to detail, tenacious commitment to delivering results with quality and expediency, and exemplary written and verbal communication skills. 

Why This Role Matters:

At SoFi, customer trust is paramount. Complaints are not just feedback—they represent opportunities for us to listen, learn, and enhance our products and services. They also are critical for regulatory compliance. This role will report directly to our Product Director, Complaints and support work navigating high-stakes challenges, balancing operational efficiencies, and driving impactful improvements across the entire organization.

What you’ll do: 

• Navigate high ambiguity and complexity: Work in a fast-paced, evolving environment that requires problem-solving in areas of significant uncertainty, such as technical challenges, policy discrepancies, and regulatory frameworks.
• Cross-functional collaboration: Partner with every major team at SoFi—including Product, Engineering, Operations, Compliance, Legal, Business Leads, and Risk Management—to ensure each team is successfully understanding and addressing customer complaints. 
• Support daily reporting to senior leadership and executive staff & Board-level presentations: Provide daily insights to senior leadership on complaints trends, progress, and escalations. Track core business metrics related to the customer painpoints. 
• Facilitate quarterly and annual planning for all customer painpoints: partnering closely with leaders (specifically business operations leads and chiefs of staff) across teams to coordinate materials, help align initiatives, and connect dots across teams to make us more efficient. 

What you’ll need: 

• 5+ years of experience in operations, business consulting, program management, business or strategy operations
• Hands on operational capabilities with advanced proficiency in Google suite, MS Office apps, etc.
• Strong analytical and organizational skills, experience analyzing and interpreting data
• Logical, structured, and data-driven approach to problem-solving
• Excellent verbal and written communication skills, ability to clearly and succinctly present information to an executive audience
• Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively; a demonstrated ability to juggle competing priorities
• Strong sense of ownership and bias for action
• Inquisitive nature, attention to detail, diligence and a good attitude
• Comfort working in a high growth, constantly changing environment

Nice to have: 

• B2C or Consumer Facing Tech or Fintech experience: Deep understanding of the user experience
• Experience with Tableau
• Data Mining skills (SQL, Python)