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Principal Product Manager, Digital Support Experience

2 hours, 7 minutes ago
United States
Full-time
Lead
Product Manager
Product Management
Apply Now
SoFi

SoFi

SoFi specializes in providing a comprehensive financial platform that empowers individuals to achieve their financial goals through services such as student loan refinancing, debt consolidation, home buying assistance, and investment opportunities, all...

Capital Markets
1K-5K
Founded 2011
$2900M raised
View All Jobs 133

Description

  • Build the strategy and product roadmap for interactive, digital-first support features across SoFi products.
  • Identify and prioritize high-impact features that use data, automation, and conversational UI to improve digital resolution.
  • Design self-service capabilities for complex, high-stakes member tasks.
  • Communicate the vision, execution plan, and customer impact to stakeholders and senior leadership.
  • Partner with engineering, data science, operations, customer service, risk, and legal teams to create compliant product solutions.
  • Translate member pain points into elegant support experiences and product requirements.
  • Set goals for service excellence and drive accountability across cross-functional teams.
  • Monitor product performance using CSAT, resolution speed, and digital containment, then iterate based on data.

Requirements

  • 10+ years of product management experience delivering premium, customer-facing digital experiences at scale.
  • Deep understanding of modern customer service dynamics.
  • Experience working in complex cross-functional environments and influencing stakeholders across the company.
  • Bachelor’s degree or higher in a technical discipline.
  • Experience with automation, APIs, or conversational components to drive user actions.
  • Excellent written and verbal communication skills.
  • Experience presenting business cases and product impact to C-level leadership.
  • Data-driven problem-solving approach with the ability to convert support trends and member feedback into product strategy.
  • Customer-obsessed mindset focused on reducing friction and creating strong support experiences.

Benefits

  • Base pay range disclosed for the role, with final offer based on experience, skills, and location.
  • Access to comprehensive and competitive benefits through SoFi’s benefits program.
  • Reasonable accommodations available for candidates with physical or mental disabilities during the application or interview process.
  • Equal employment opportunity and inclusive hiring practices.
  • Consideration of qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance.
  • Remote work is not available from Hawaii or Alaska due to insurance coverage issues.

Interested in this position?

Apply directly on the company website

Apply Now

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