Senior Manager of New Products and Services

The role
The role: We are seeking an experienced and strategic business leader to drive the growth and management of our New Product Launches across Global Operations. As the Senior Manager of New Products and Services you will oversee the project and program management across all of Global Operations to ensure we are set up for success bringing these new products to market. . Your responsibilities will include managing partnerships developing long-term strategies in operations and new product launches while leveraging your expertise in building the scaled business model for Operations. Previous experience managing financial Operations Operations Strategy Program and Project management a plus. This role requires strong cross-functional collaboration with marketing product and engineering teams.

What youll do:

• As a general manager lead the end-to-end servicing journey for all new products and services across global operations (including impacts to contact Centers back office fraud AML and Collections)
• Partner develop and execute on growth initiatives balancing long-term strategy with near-term Member Experience and Agent engagement outcomes.
• Collaborate with Product Engineering Marketing Content and Partnerships teams to

Outline critical product requirements risk to build and necessary mitigations for successful launch of quick launching product and services across the SoFi Brands.

• Set and achieve Operations KPIs inclusive of Member CSAT scores Complaints PC NPS and Risk mitigations.
• Optimize existing partnerships to enhance strategies and offering capabilities. Communicate the roadmap for new products and Services to keep all Global Operations Teams informed and educated on New builds potential Risks and Operational Readiness .
• Work closely with Product Management to create a seamless customer experience focusing on improving agent experience and removing pain points for members.
• Stay informed about conflicting product rollouts risks to meeting launch dates staffing and or training concerns and other Operations risks to keep the senior leader team informed.
  
  

What youll need:

• 8 years of relevant experience in Operations Contact Center Strategy or Program and Project management experience.
• Proven experience in leading and launching new offerings and services.
• Strong analytical skills with deep understanding of Capacity planning Workforce Management Tools Learning and development requirement
• Self-driven and proactive with a bias for action. Willingness to take on various tasks including less glamorous ones.
• Good understanding of the financial servicing landscape key players top issues and competition.
• Ability to thrive in a fast-paced self-driven environment with experience in developing and launching new offerings and services.
• Bachelors degree required.

Specific experience in finance Operations New Product launches program and project management

Required Experience:

Senior Manager