Senior Manager, Servicing Optimization Program Operations
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Job Location:
Cottonwood Heights, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
17 hours ago
Vacancies:
1 Vacancy
Job Summary
The Role:
As the Senior Manager Servicing Optimization Program Operations you have the exciting opportunity to drive the success of several Global Operations programs focused on solving the challenges that prevent SoFi Operations agents from creating the absolute best Member experience on every contact. This role is accountable for the ongoing performance optimization and scalability of established programs partnering cross-functionally to solve complex problems and deliver measurable impact.
What Youll Do:
- 30% Program Performance Management & Optimization: Own the ongoing performance of multiple Global Operations programs once launched. Track and analyze specific program KPIs to ensure sustained results. Identify performance gaps risks and trends and drive continuous improvement to maximize operational and Member impact.
- 30% Drive Solution Implementation & Execution Excellence: Identify the highest-impact operational problems by synthesizing performance data agent feedback and business inputs. Develop and gain alignment to practical scalable solutions and process enhancements that address root causes. Work cross-functionally with Operations Product Technology Analytics Quality and L&D to implement solutions end-to-end. Proactively manage risks and dependencies throughout execution.
- 20% Cross-Functional Partnership & Stakeholder Management: Serve as a trusted partner to key stakeholders by translating complex ambiguous challenges into clear plans and outcomes. Communicate program progress risks and recommendations through concise executive updates. Influence decisions through data-backed insights and strong operational judgment without direct authority.
- 20% Risk & Controls: Proactively identify assess and mitigate operational compliance and execution risks across servicing optimization programs. Ensure appropriate controls monitoring mechanisms and escalation paths are in place to prevent downstream impacts to Members agents or regulatory obligations. Partner closely with Risk Compliance Legal and Internal Audit to ensure programs are operationally sound well-governed and audit-ready.
What Youll Need:
- BA/BS degree required
- 2-4 years of experience in operations program management process optimization or a related field preferably in a high-growth or complex operating environment
- Proven ability to manage and optimize multiple programs simultaneously with strong attention to detail and outcomes
- Demonstrates capability in data analysis and interpretations leveraging tools including Tableau and Google Sheets etc.
- Strong analytical skills with the ability to gather interpret and analyze complex data sets to drive actionable insights.
- Experience in the financial services industry
- Exceptional cross-functional collaboration skills and the ability to influence without direct authority
- Clear concise communicator who can tailor messaging to both frontline and executive audiences
- Highly motivated self-starter with a passion for driving continuous improvement and operational excellence.
- Effectively network and build partnerships in a fast-paced environment Ability to work in a very fast-paced dynamic and sometimes ambiguous environment
- Excellent attention to detail
Nice To Have:
- MBA
- Lean Six Sigma Certifications
Required Experience:
Senior Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
Why do 10M+ members trust SoFi? Financial solutions for school, marriage, starting a family, home buying, retirement, or whatever’s next. Member FDIC.
