Senior Product Operations Manager Complaints
Senior Product Operations Manager Complaints
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1 Vacancy
Job Description
The role
As theSenior Product Operations Manager Complaints you will drive one of the companys 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 crossfunctional leaders in engineering product design business risk operations privacy legal and other critical functions to drive the strategy and 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 feedbackthey 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 highstakes challenges balancing operational efficiencies and driving impactful improvements across the entire organization.
What youll do:
- Navigate high ambiguity and complexity: Work in a fastpaced evolving environment that requires problemsolving in areas of significant uncertainty such as technical challenges policy discrepancies and regulatory frameworks.
- Crossfunctional collaboration: Partner with every major team at SoFiincluding Product Engineering Operations Compliance Legal Business Leads and Risk Managementto ensure each team is successfully understanding and addressing customer complaints. Ensure crossfunctional partners are aligned on key objectives for the program/product
- Determine Product Policy and Operation Strategy & See it through 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 & Boardlevel 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 youll 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 largescale enterpriselevel programs successfully
- Experience influencing stakeholders and executive leadership through clear and concise written and verbal communication
- Logical structured and datadriven approach to problemsolving
- 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 crossfunctional 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)
Required Experience:
Manager
Employment Type
Full Time
