Product Operations Manager Complaints
Product Operations Manager Complaints
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Salary Not Disclosed
1 Vacancy
Job Description
The role
As the 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.
- 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.
- Facilitate 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:
- 5 years of experience in operations business consulting program management business or strategy operations
- Hands on operational capabilities with advanced proficiency in Google suite MS Office apps etc.
- Strong analytical and organizational skills experience analyzing and interpreting data
- Logical structured and datadriven approach to problemsolving
- Excellent verbal and written communication skills ability to clearly and succinctly present information to an executive audience
- Excellent time and project management skills with the ability to build strong crossfunctional relationships and work collaboratively; a demonstrated ability to juggle competing priorities
- Strong sense of ownership and bias for action
- Inquisitive nature attention to detail diligence and a good attitude
- Comfort working in a high growth constantly changing environment
Nice to have:
- B2C or Consumer Facing Tech or Fintech experience: Deep understanding of the user experience
- Experience with Tableau
- Data Mining skills (SQL Python)
Required Experience:
Manager
Employment Type
Full Time
