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.

In this role, you will work across self-service experiences, agent tooling, workflow automation, case management, and omnichannel support capabilities to improve efficiency, drive consistency, and enable better outcomes for both members and internal teams.

You will partner closely with Support Operations, Engineering, Design, Data, and Product teams across SoFi to identify high-impact opportunities, define priorities, manage tradeoffs, and deliver scalable solutions. The capabilities you build will empower front-line agents, reduce manual work across operations teams, and create the foundation for seamless, end-to-end member support across multiple product areas.

What You’ll Do

• 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.

What You’ll Need

• 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.

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.