Sr. Desktop Platform Manager - SoFi

The Sr. Desktop Platform Manager position is a unique opportunity to indirectly assist thousands of members that interact with SoFi’s customer service teams each day. We are looking for an individual with enterprise technology experience, specifically Agent Desktop or similar platform, and with experience with financial services customer care relevant to our products. Distinguished communication and collaboration skills will be critical to the success of this role, as well as an aptitude for technology, analytics, and solutions. This position is based in our office in Jacksonville, FL or remote. 

The Sr. Desktop Platform Manager would be primarily responsible for continuous improvement and daily maintenance of the Agent Desktop platform and must share a commitment to delivering positive experiences around our evolving products and services.Our ideal candidate will enjoy partnering with internal stakeholders to uncover critical business drivers and meet the needs of our varied lines of business as we evolve our agent desktop platform. The Sr. Desktop Platform Manager leverages data and key insights to optimize member interactions and back-office functions for our internal support teams. This candidate must consistently drive actionable solutions for customer care, sales, quality, compliance, operations efficiency, and marketing groups. This role requires a demonstrated passion for helping our members thrive in their financial journey. To be successful in this role, you’ll need a proactive problem solving mentality, superior analytical skills, and a proven ability to deliver consistent results in a fast paced environment as a senior member of our team.

Responsibilities

• Own the execution of the strategic roadmap and day to day administration and optimization of Agent Desktop platforms
• Responsible for agent experience analysis and feedback
• Brainstorm value-added features and applications to further use our available technology
• Providing design and eng requirements for new feature and workflow builds
• Approval of technical integration approach of new features
• Securing buy-in from business units on changes to the desktop
• Partner with Project Managers for Operations enablement (SOP’s, training, hot topics)
• Approving Agent Desktop-related SOP updates
• Ensuring usability and system stability of Agent Desktop
• Contributing to incident resolution for issues impacting the Agent Desktop
• Monitoring internal slack channels to help resolve permission issues/questions
• Confirming a person’s current metarole for Compliance
• Auditing the accuracy of user roles
• Working with business partners to ensure new permissions are added to the correct roles/metaroles
• Working the metarole update/creation tickets in collaboration with IAM team
• Managing RBAC page accuracy

Qualifications

• 5+ years of product/platform management or related experience
• 5+ years of experience in financial services
• Innovative mindset; Ability to act independently and proactively address problems as a self-starter
• Demonstrated strong analytical skills; Hypothesis-driven problem-solving
• Aptitude for learning new technologies / software
• Ability to work effectively with product development, engineers, and business teams; proven collaborative achievements in past roles
• Capability to distill complex requirements of cross-functional groups across key business areas
• Exceptional written and oral communication skills related to presenting to executive leadership
• Dexterity to adjust to changing priorities within dynamic lines of business
• Experience with building solutions and workflows within financial services industry
• Bachelor's Degree in Business, Communications, Computer Science or other quantitative oriented fields or equivalent 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 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.

Last updated: 23 hours ago