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Innovation Endeavors

Senior Product Manager, Member Support



Product, Customer Service
Seattle, WA, USA · New York, NY, USA · Seattle, WA, USA · New York, NY, USA
Posted on Tuesday, July 2, 2024

Employee Applicant Privacy Notice

Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The Role

At SoFi, we’re on a mission to help our members get their money right, and become a Top 10 Financial institution. We’re seeking an experienced Senior Product Manager to own the vision, strategy, and delivery of our Self Service and Member Support applications, tooling, and platform services, to help provide best-in-class customer support capabilities to our ever-growing member and business needs. Specifically this includes the evolution and optimization of our self-service chatbot, IVR voice support, and in-app support options, to enable our members to resolve their issues without agent interaction. The agent tools and capabilities you build will empower our front-line member support agents with capabilities to accelerate support case resolution efficiently and accurately. And the underlying support platforms you build will drive consistency across all member touchpoints, and help our business scale by facilitating complex customer needs across multiple product areas.

As a key cross-functional player, you will collaborate closely with our Support Operations teams, Engineering, and other Product Managers from a wide range of Business Units, to set a vision, define priorities, manage trade offs, execute an ambitious agenda, and be accountable to results reported at the executive level.

What You’ll Do:

  • Create and articulate a comprehensive product vision, strategy, and roadmap for your product area, aligning with SoFi’s broader objectives.
  • Deeply understand our member support use cases, pain points, and modes of interaction to provide a best-in-class self-service experience for our members.
  • Evaluate internal customer use cases, industry trends, and business drivers to drive efficiencies and advocate for new opportunities.
  • Collaborate closely with engineering and user experience design through the product life cycle, from initial concept to high-quality delivery.
  • Effectively balance member, agent, business, and technical goals with available resources to maximize impact.
  • Drive alignment and build trust with cross-functional stakeholders and across organizations within SoFi.

What You’ll Need:

  • 5+ years of product management experience.
  • Bachelor’s degree or higher in a relevant field.
  • A proactive, results-oriented approach to your work.
  • Customer-first mindset, to be the voice of the customer in shipping optimal support products.
  • Ability to thrive in a fast-paced, dynamic environment.
  • Demonstrated ability to grasp complex user scenarios, technical concepts, and business drivers to make well-informed decisions.
  • Keen attention to detail and proficiency in distilling complex issues.
  • Exceptional written and verbal communication skills.
  • Ability to collaborate with and manage cross-functional groups of stakeholders.

Nice to Have:

  • Experience working on self-service or customer support agent tooling.
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.