Principal Product Manager, Operations Platform

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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 :

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 Rights

SoFi is committed to an inclusive culture. 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 accommodations@sofi.com.

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.