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The Senior Manager, Crypto Operations oversees SoFi's crypto service program, enhancing member experience, managing teams, and driving cross-functional collaboration.
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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 Senior Manager, Crypto Operations will help manage the member servicing program for SoFi’s crypto product. This role is responsible for building and maintaining a best-in-class service delivery program and partnering across functions to drive a superior member experience.
What you’ll do:
- Oversee the front line servicing of SoFi’s crypto product.
- Monitor performance against key metrics, including service levels, P&L, and member experience indicators (e.g., NPS, complaints). Compile and present to partners and senior management.
- Collaborate with Product, Engineering, and Design teams to influence roadmap prioritization.
- Work with cross-functional teams to inform ongoing iteration and expansion of Crypto features and capabilities to break down barriers in traditional finance and redefine the role crypto can play in members’ financial lives.
- Tackle ambiguous problems, finding innovative solutions even when inputs and outputs are uncertain.
- Hire, coach, and performance manage agents to drive team member development.
- Identify and escalate issues, and propose recommended solutions regarding process improvements for systems and procedures.
- Monitor day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans.
- Utilize experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
- Foster an environment focused on finding solutions to problems and innovative differentiators.
What you’ll need:
- 5+ years of management experience
- 5+ years of crypto and/or brokerage trading experience
- 7+ years of general customer service experience in a contact center setting
- Minimum Bachelor or equivalent experience
- Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
- Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management
- Ability to react to change quickly and implement new processes & procedures
- Ability to work independently
- FINRA licenses (Series 7, 24) preferred but not required
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!
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 RightsSoFi 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 [email protected].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.
Top Skills
Brokerage Trading
Crypto
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