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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
At SoFi, we’re on a mission to help our members get their money right, and become a Top 10 Financial institution. Beyond that, we aim to become the “AWS of Banking”, building the platforms that power the Financial Services industry and we’re starting with core Banking.
The Principal Product Manager, Disputes, will drive the Dispute product strategy, roadmap, and execution, focusing on enhancing member experience, improving retention, and reducing business risk. This role is critical for customer trust, regulatory compliance, and overall business success.
As a key cross-functional player, you will collaborate closely with Engineering, Design, Data Science, Business Unit Leads, Finance, Compliance, and other PMs to set a vision, define priorities, manage trade offs, execute an ambitious agenda, and be accountable to results reported at the executive level.
What you'll do
- Develop and execute a comprehensive long-term strategy and roadmap for the Disputes product area
- Identify and drive near-term opportunities (product, process, policy) to reduce disputes complaints, automate existing processes, and improve efficiency
- Partner with and drive alignment and momentum on key initiatives with cross-functional partners, including Fraud and Risk, Engineering, Legal/Compliance, Customer Support, and Operations
- Effectively communicate strategy and progress to executive leadership stakeholders
- Standardize disputes processing across products and various money rails
- Analyze data to identify trends, areas for improvement, and define success metrics.
- Lead the implementation of data-driven enhancements and monitor their impact.
- Develop strategies to mitigate risks associated with managing disputes.
- Advocate for Member-centric solutions and ensure a fair and efficient process.
- Identify opportunities for process automation and leverage technology to improve efficiency and accuracy
- Evaluate build/buy/partner opportunities that drive impact and quality with speed
What you'll need
- High degree of ownership and a strong bias for action in driving initiatives to completion
- Uses data to proactively identify and validate problems and focus on needle-moving solutions
- Significant experience and deep understanding of fraud and dispute processes, regulations (Reg E), and industry best practices
- Passionately advocates for the member experience, deeply understands their needs and pain points, and designs solutions that prioritize their satisfaction and trust.
- Not afraid to dive into the details and perform hands-on tasks as needed. Combines strategic thinking with practical execution.
- Exceptional collaboration skills with a proven ability to influence cross-functional teams, build consensus, and foster strong working relationships with stakeholders.
- Excellent verbal and written communication skills, capable of effectively presenting complex information to various audiences, including executive leadership.
- Proven ability to develop and execute comprehensive long-term strategies, understanding complex systems, and navigating regulatory landscapes to achieve business objectives.
