Senior Manager, Escalations

The role

The Senior Manager, Operations Escalations leads SoFi’s Escalations Team, managing a team of Associate Managers and overseeing a high-performing organization responsible for resolving complex, high-impact member concerns across all products and services. This role is accountable for both immediate resolution and long-term prevention— supporting root-cause analysis, influencing policy and process improvements, and ensuring SoFi continually elevates the member experience.

The Senior Manager owns a wide range of operational processes that intersect with regulatory requirements, operational risk management, and member advocacy. This includes ensuring operational readiness for new regulations, driving adherence to internal quality standards, and proactively identifying trends to prevent recurrence. Additionally, the Escalations Team supports Social Media, Remediation, and Bonus and Rewards initiatives. 

This role is highly visible, with direct influence on SoFi’s operational strategy and culture. It requires building strong partnerships with leaders across Product, Operations, Engineering, Member Services, and other cross-functional teams, ensuring alignment on initiatives that reduce friction, protect SoFi’s brand, and deliver exceptional service. The Senior Manager also champions employee development and engagement—creating an environment where leaders are empowered, teams are supported, and performance is consistently high.

What you’ll do:

• Oversee all communications related to escalated member contacts, social media, app store reviews, and other high-visibility channels, ensuring consistent quality and alignment with SoFi’s voice and standards.


• Ensure the Escalations Team delivers exceptional support across all SoFi products and member service lines, providing accurate resolutions and reinforcing member trust.


• Leverage member feedback from multiple channels to identify opportunities for improving the member experience, operational efficiency, and employee engagement; partner with responsible stakeholders to implement meaningful changes.


• Perform ongoing analysis of escalation trends to uncover root causes, emerging risks, and improvement opportunities.


• Collaborate with cross-functional stakeholders to enhance and simplify escalation processes, policies, and tools for greater efficiency and consistency.


• Provide support and execute against Complaint Management expectations


• Lead both large-scale, strategic projects and smaller process improvement efforts that strengthen SoFi’s operational capabilities.


• Stay fluent in all tasks and workflows performed by the team to ensure alignment between day-to-day execution and strategic priorities.


• Monitor adherence to procedures, enforce quality standards, and ensure members receive world-class customer service in every interaction.


• Design and implement process improvements that reduce errors, streamline workflows, and enhance compliance.


• Work closely with leadership peers to share insights, align on initiatives, and resolve cross-departmental challenges.


• Hire, coach, and mentor Escalations Associate Managers, fostering a high-performance culture rooted in accountability, trust, and growth.

What you’ll need:

• Minimum Bachelors or Associate Degree in Business Management or a related field or equivalent experience


• 5+ years of management experience


• 8+ years general member service experience


• Call center, escalations or complaint center management experience required


• Proven track record of successful hiring, training, motivating, monitoring and coaching teams of member service and escalations employees


• Experience working within a multiple-product, financial services environment (i.e. lending, deposits, credit cards, etc) 


• Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively


• Strong relationship building and management skills 


• Ability to work within all levels of an organization to influence change and prioritization of critical work


• Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively


• Ability to work within all levels