Principal Product Manager, Digital Support Experience

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Who we are:

The Role

SoFi is seeking an experienced strategic and highly collaborative product leader to redefine the Digital Support this role you will lead the development of next-generation interactive support features that empower our members to resolve their needs instantly and intuitively. This role is central to SoFis goal of being a trusted guide; you arent just building a chat toolyou are architecting a world-class digital-first service ecosystem that helps Members Get Their Money Right.

You will own the roadmap for our intelligent support interfaces leveraging modern technology to create a seamless sophisticated experience that reduces the need for phone calls and manual intervention. As a product leader you will be expected to set ambitious goals for service excellence be gritty in navigating complex technical integrations and organizational structures and hold yourself and your cross-functional teams accountable for delivering results that delight our members. You will be a vocal and empathetic customer advocate influencing experiences across all business units to ensure that when a member needs help the solution is always at their fingertips.

What Youll Do

• Build out the strategy and product roadmap for a suite of interactive digital-first support features that drive engagement and trust across all SoFi products.
• Identify leapfrog featuresleveraging data automation and conversational UIto provide a significantly differentiated value to our members moving from simple FAQs to complex end-to-end digital resolution.
• Design and prioritize capabilities that allow members to self-serve on high-stakes tasks ensuring the digital experience is so effective it becomes the preferred channel for every member.
• Communicate the vision execution plan and customer impact to all stakeholders including the highest levels of leadership ensuring that digital support is recognized as a key driver of member retention.
• Work closely with partners across engineering data science operations customer service risk and legal organizations to translate member pain-points into elegant compliant product solutions.
• Demonstrate the ability to both create the high-level operational strategy and execute on tactical details.
• Monitor product performance through the lens of Member Satisfaction (CSAT) resolution speed and digital containment using data to iterate and improve the experience constantly.

What Youll Need

• 10 years of product management experience with a demonstrated track record of delivering premium customer-facing digital experiences at scale.
• A deep understanding of modern customer service dynamics and a passion for using technology to solve human problems.
• Ability to operate in a complex cross-functional environment leading and influencing colleagues across the company to make timely decisions that advance our service objectives.
• Bachelors degree or higher in a technical discipline; experience working with automation APIs or conversational components to drive user actions.
• Excellent written and verbal skills with extensive experience presenting business cases and product impact to C-level leadership.
• A data-driven approach to problem-solving with the ability to turn support trends and member feedback into a cohesive product strategy.
• You do right by the customer always. You are obsessed with removing friction and creating wow moments within the support experience.