Senior Manager, Opportunities Resolution

SoFi(1 month ago)

HybridFull TimeManager$122,836 - $160,317 (estimated)Operations

About this role

The Senior Manager, Opportunities Resolution Team leads SoFi’s ORT within the Operations Complaint Management program, serving as the primary contact for escalated member concerns and cross-functional resolution efforts. This role oversees managers and agents, enabling team success through mentorship, process development, and partnerships across the company to improve member experience. The manager also drives initiatives, reporting, and analysis to identify trends and implement improvements to reduce complaints and enhance service.

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Required Skills

Leadership
Complaint Resolution
Escalation Management
Coaching
Mentoring
Project Management
Process Improvement
Reporting
Root Cause Analysis
Cross-Functional Collaboration

+6 more

Qualifications

Bachelor Degree
Associate Degree

About SoFi

sofi.com

Welcome is a digital design and engineering studio that builds websites, web apps, and branded online experiences for startups and enterprises. They combine user‑centered UX/UI design, front‑end and back‑end engineering, and performance and accessibility optimization to deliver polished, responsive products. Services include product strategy, visual design, development, and ongoing support or optimization. Clients pick Welcome for fast iteration, clean typography and layouts, and developer‑friendly, measurable outcomes.