Senior Manager Operations Enablement, Member & Account Safety

Senior Manager Operations Enablement, Member & Account Safety Operations Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. The role The Senior Manager, Member & Account Safety is a high-impact leadership role for someone who thrives at the intersection of strategy and execution. Reporting to the Director of Operations Enablement, SIPS, Crypto & Member, you will own the operational ecosystem of our Member business line and account safety initiatives. You will lead a team that ensures every product launch, process change, and member journey is built for scale, efficiency and delight. What you’ll do Own critical Member journeys end-to-end. Define the operational requirements, design high-efficiency workflows, and lead global rollout/go-to-market governance in partnership with EPD. Serve as the definitive Subject Matter Expert (SME) for Member processes. Ensure all workflows are documented, compliant, and resilient to regulatory shifts. Manage the creation and maintenance of all operational content (Job Aids, Process Maps, Help Center, etc). Ensure the frontline is never operating on outdated or unclear information. Translate complex technical product specifications into clear, actionable guidance for frontline teams. Act as the primary conduit for the Voice of the Member. Surface member and frontline friction points and advocate for product changes that drive automation or self-service in the digital experience. Define and track the story behind the OKRs (CSAT, AHT, Contact Rate, FCR, etc) and lead data-driven investigations into OKR trends. Move beyond symptoms to fix structural issues, building business cases for the resources or digital-first changes needed to resolve them. Beyond tracking metrics, serve as the primary expert on the unit economic costs within your products. Identify how specific operational inputs like process friction, contact drivers, and handling complexity impact the bottom line. Provide strategic recommendations necessary to optimize these drivers and improve overall business efficiency. Use analytics to identify trends, predict capacity needs, and recommend process improvements that balance cost efficiency with a best-in-class member experience. Own and prioritize the operational backlog for your product. Decide which internal tool enhancements or features will move the needle the most for the business. Build deep trust with Business Unit leaders, EPD, Marketing, and Risk partners. Speak with authority on trade-offs, timelines, and the operational feasibility of the Member roadmap. Contribute to quarterly and annual plans by forecasting how business growth and product roadmaps will impact operational complexity and capacity requirements in the long term. Lead a team of individual contributors with deep product level expertise. Mentor and grow internal talent to be strong strategy partners. Create a collaborative and positive high-performing team environment. What you’ll need 5+ years of Financial Services experience 3+ years of people management experience Journey mindset, not just tasks/processes Strong analytical skills Communication/influence skills with executive presence Ability to influence and drive cross-functional initiatives and bring alignment to initiatives that may not have a clearly defined scope A clear communicator with excellent verbal and written communication skills Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively Inquisitive nature, attention to detail, diligence and a good attitude Strong analytical and organizational skills Compensation and Benefits Pay range: $131,200.00 - $164,000.00 Payment frequency: Annual Eligible for a bonus, long term incentives and competitive benefits. To view all of our comprehensive and competitive benefits, visit the 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. 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 application or interview process, please let your recruiter know or email View email address on click.appcast.io. Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time. #J-18808-Ljbffr