Senior Product Operations Manager, Complaints

The role

As the Senior 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. Ensure cross-functional partners are aligned on key objectives for the program/product
• Determine Product, Policy and Operation Strategy & See it through execution and completion: Work with subject matter experts to build and ship products, create and improve policies, and design operational processes.
• 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. 
• Lead 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: 

• 7+ years of experience in operations, business consulting, program management, business or strategy operations
• Product Management: Experience with the product development lifecycle.
• Demonstrated ability to deliver large-scale, enterprise-level programs successfully
• Experience influencing stakeholders and executive leadership through clear and concise written and verbal communication
• Logical, structured, and data-driven approach to problem-solving
• Demonstrated ability to juggle competing priorities
• Ability to clearly and succinctly present information to an executive audience
• Strong sense of ownership and bias for action
• Ability to partner effectively across levels and functions
• A proven track record of executing cross-functional work requiring coordination across multiple stakeholders

Nice to have: 

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