Principal Product Manager, Digital Support Experience

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 SoFi is seeking an experienced, strategic, and highly collaborative product leader to redefine the Digital Support Experience. In 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 SoFi’s goal of being a trusted guide; you aren't just building a chat tool—you 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 You’ll 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" features—leveraging data, automation, and conversational UI—to 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 You’ll 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. Bachelor’s 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. 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 an inclusive culture. 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.