Member Remediation Lead

The role:

As a Member Remediation Lead you will be responsible for overseeing and guiding the creation and execution of comprehensive remediation plans for significant member-impacting issues, incidents, and other events. This includes strategic oversight of member email communications through Braze, leadership in organizing large-scale restitution efforts, and developing overarching strategies for agent-facing messaging (banners, hot topics, guided comms). You will manage the entire lifecycle of customer-facing remediation activities for Operations and Risk, working cross-functionally with senior stakeholders across all business units to ensure timely, accurate, and compliant resolution of all issues.

What you’ll do:

• Develop and oversee comprehensive remediation plans for all significant member-impacting events.
• Help design and implement program-level changes to improve the member experience and streamline remediation practices.
• Communicate with senior leadership across departments on the status of all remediation efforts.
• Engage with Engineering, Operations, and Business Leaders during member-impacting events to determine necessary remediation efforts.
• Partner with Compliance, Legal, and other business units on planned action items and communications when needed.
• Maintain reporting of all remediation activities, including status, impact, and next steps.
• Gather, retain, and supply evidence of all remediation activities completed.
• Work on an On-Call rotation to support emergency after-hours incidents.

What you’ll need:

• Strong written and verbal skills for communicating with both SoFi members and cross-functional SoFi business units and leadership.
• Ability to quickly identify procedural gaps and communicate with leadership the changes needed to improve the program.
• Extensive knowledge of SoFi’s internal processes and products.
• Ability to work in a fast paced environment.
• Experience with Google and Microsoft products (Sheets, Excel, Docs, Slides).
• Analytical mindset with the ability to understand complex requests from multiple areas of the business.
• Must be detail oriented with the ability to multi-task and manage competing priorities.

Nice to have:

• Experience with tools such as Braze, AirTable, Tableau and Workfront.