Operations Product Partner

The role

The Operations Product Partner for Student Loan Servicing is a proactive self-starter who continuously seeks opportunities to enhance servicing performance with our partner Nelnet. This role identifies and executes initiatives that improve the member experience increase agent efficiency and support company revenue goals. Acting as the operational liaison between Global Ops and Nelnet they ensure that servicing programs are aligned with business objectives operational requirements are clearly defined and executed and departmental goals are consistently supported and achieved.

What youll do:

• Work as the Servicing point of contact for the Business Unit Leader Product and Engineering in your particular area or product of focus
• Identify and drive implementation of opportunities for improved member experiences
• Identify and drive positive policy or procedural change that improves operations efficiency or member experience without deteriorating loan quality
• Facilitate the definition of project scope deliverables and goals
• Turn Ops OKRs into clear initiatives and project plans. Drive cross-functional teams to improve the key business metrics identified in those OKRs
• Track personal and initiative performance by quantifying the impact that they directly contribute to Operations and program OKRs
• Communicate effectively with all job levels from executive to frontline team team members on improvement opportunities and program progress
• Communicate ongoing project health with key stakeholders and business leadership
• Maintain strict compliance with established project management policies and guidelines
• Successfully perform actions related to regulatory audits or findings for your area of expertise
• Assists Senior Director Senior Managers and other team members with program planning scheduling budgeting cost analysis proposal preparation implementation performance analysis internal communications contract negotiations and change orders etc.
• Provide support to the PMO team in process and engineering related changes between SoFi and Nelnet.
• Flexibility to respond to weekly and sometimes daily challenges of the business while partnering with Ops leadership to ensure Ops is properly supporting whenever possible

What youll need:

• Minimum Associate Degree or equivalent experience
• 1-2 years of loan processing and/or member servicing experience at SoFi
• Excellent interpersonal and communication skills when collaborating with senior leader stakeholders
• Understanding of Processing Center metrics
• Self-starter who takes the initiative to run after problems to improve operational processes and the member experience
• Comfortable navigating ambiguity in a fast-paced environment
• Excellent time management and organizational skills

Nice to have:

• Experience analyzing data to identify trends solutions and presenting findings to senior leadership is highly preferred
• Tableau experience is highly preferred
• 1-2 years of experience driving projects to improve operational processes is highly preferred
• Prior experience in working in Student Loan Servicing.

Why youll love working here

• Competitive salary packages and bonuses
• Comprehensive medical dental vision and life insurance benefits
• Generous vacation and holidays
• Paid parental leave for eligible employees
• 401(k) and education on retirement planning
• Tuition reimbursement on approved programs
• Monthly contribution of up to $200 to help you pay off your student loans
• Great health & well-being benefits including telehealth parental support subsidized gym program
• Fully stocked kitchen (snacks and drinks)