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

The Senior Manager, Crypto Operations will help manage the member servicing program for SoFi’s crypto product. This role is responsible for building and maintaining a best-in-class service delivery program and partnering across functions to drive a superior member experience.

WHAT YOU’LL DO:

• Oversee the front line servicing of SoFi’s crypto product.
• Monitor performance against key metrics, including service levels, P&L, and member experience indicators (e.g., NPS, complaints). Compile and present to partners and senior management.
• Collaborate with Product, Engineering, and Design teams to influence roadmap prioritization.
• Work with cross-functional teams to inform ongoing iteration and expansion of Crypto features and capabilities to break down barriers in traditional finance and redefine the role crypto can play in members’ financial lives.
• Tackle ambiguous problems, finding innovative solutions even when inputs and outputs are uncertain.
• Hire, coach, and performance manage agents to drive team member development.
• Identify and escalate issues, and propose recommended solutions regarding process improvements for systems and procedures.
• Monitor day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans.
• Utilize experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
• Foster an environment focused on finding solutions to problems and innovative differentiators.