Principal Case Management Platform Manager

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Who we are:

The role:
This role exists to own and evolve SoFi’s enterprise case management platform, with a primary focus on Pega. The Principal Case Management Platform Manager (IC5) is responsible for defining how workflows are built, scaled, and used across operations.

This person leads the platform strategy and execution, including the migration from Zendesk to Pega, and drives automation of manual workflows across payments, lending, fraud, and servicing. They act as the bridge between Product, Operations, Risk, and Engineering to ensure the platform supports business priorities and improves operational efficiency at scale.

What you’ll do:

• Own the strategy, roadmap, and operating model for Pega and case management platforms


• Lead the end-to-end migration from Zendesk to Pega and ensure long-term scalability


• Partner with Product, Operations, Risk, and Engineering to translate business needs into workflow solutions


• Design and optimize workflows that reduce manual work and improve operational efficiency


• Establish platform governance, standards, and best practices to ensure consistency and reuse


• Oversee delivery, implementation, and rollout to ensure solutions are adopted and meet business goals


• Drive release readiness, user adoption, training, and change management


• Ensure platform capabilities meet regulatory and compliance requirements (e.g., SOX, PCI)


• Define and track success metrics, monitor platform performance, and continuously improve based on data and feedback

What you’ll need:

• Bachelor’s degree in a technical or business-related field


• 10+ years of experience with the Pega platform


• Deep expertise in Pega (v7–v8+), including Pega Cloud (PaaS)


• Experience owning or leading enterprise platforms or products end-to-end


• Strong background in workflow design, case management, and process optimization


• Experience working cross-functionally with Product, Operations, Risk, and Engineering


• Ability to influence senior stakeholders and translate technical concepts into business outcomes


• Proven ability to operate in ambiguity and drive results independently

Nice to have:

• Pega Lead System Architect (LSA) certification


• Experience with GenAI and Constellation UI


• Domain expertise in payments, fraud, or lending


• Familiarity with IAM tools such as Okta, SailPoint, or CyberArk