Software Engineering Manager, Chat

The Role

We are looking for an Engineering Manager to lead the AI Support Chat engineering team at SoFi. You will work in a highly collaborative environment, engaging closely with cross-functional Product, Design, and Engineering teams. You’ll also be involved in the entire product lifecycle—from ideation through deployment, with continuous improvement at every stage.

In this role, you will play a pivotal role in supporting our members' financial journeys by developing an intelligent, conversational AI-powered chat interface. This system will help streamline support queries from members helping answer critical questions around their finances. Chat is a critical component of how members interact with SoFi and building it will require a member-centric approach. In this role, you will be responsible for the backend systems and web/mobile user experience that support the member facing chat experience. You'll also collaborate company-wide to centralize support knowledge and processes.

As the engineering manager for the area, you will own full-stack technical planning, roadmap, and delivery for your teams, including team building and performance management. You will collaborate with product, design, and business leaders to define the product and technical strategy for our member conversational experience.

Key Responsibilities

• Manage a team of Engineers focused on supporting the AI Support Chat product across various platforms
• Own the planning, technical output, and delivery for the engineering team
• Maintain a high-performing team by setting a high bar for hiring and performance, and effectively coaching team members for continued growth.
• Shape and support the team culture with an emphasis on continual improvement, learning, and fun
• Establish and leverage strong relationships across the department and cross-functional leadership team.
• Take initiative and produce timely results in a fast-paced and sometimes ambiguous environment
• Facilitate the definition of project scope, deliverables, and goals by closely working with product, design and business.
• Monitor and understand the key metrics governing your product area, with an eye toward continuously improving them through ongoing product innovation

Requirements

• A BS Degree or equivalent from a fully accredited college or university is preferred.
• As a bonus, in a technical field
• 6+ years of experience designing, building, and operating scalable, mission-critical systems
• Experience managing engineers
• Experience working with various emerging LLM technologies, including Retrieval-Augmented Generation (RAG), prompt engineering, or AI agents.
• Proven experience in collaborative coding environments, including design refinement, code reviews, and pull request management
• Solid programming skills, ideally with a modern web stack and relational databases.
• Demonstrated experience in hiring, training, motivating, monitoring, and coaching team members.
• Willingness to roll up your sleeves, collaborate with others, and get stuff done
• Strong sense of responsibility; driving initiatives from inception to completion
• Experience with Agile SDLC methodologies

Nice to haves

• Experience working with or leading full stack teams (backend, web, mobile)
• Exposure to highly regulated environments
• Experience building systems in the Fintech space
• Previous experience building platform-level frameworks and components in a large codebase