Senior Manager, Escalations

SoFi
Cottonwood Heights, FL
Job Description
SoFi is seeking a Senior Manager, Escalations to lead its operations escalations team. This role involves resolving complex member concerns, improving operational processes, ensuring a positive member experience, and advocating for employee development. The position requires strong collaboration and influence across product, operations, and engineering teams.

Requirements

  • Oversee all communications related to escalated member contacts and social media.
  • Ensure the Escalations Team delivers exceptional support across SoFi's products and member service lines.
  • Leverage member feedback to identify and implement improvements.
  • Perform ongoing analysis of escalation trends to uncover root causes.
  • Collaborate with stakeholders to enhance escalation processes and compliance.
  • Lead projects and mentorship of Escalations Associates Managers.

Benefits

  • Comprehensive benefits package
  • Equal employment opportunities
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