Senior Manager, Crypto Operations

SoFiCottonwood Heights, UT

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The role

The Senior Manager, Crypto Operations will help manage the member servicing program for SoFi’s crypto product. This role is responsible for building and maintaining a best-in-class service delivery program and partnering across functions to drive a superior member experience.

What you’ll do :

Oversee the front line servicing of SoFi’s crypto product.
Monitor performance against key metrics, including service levels, P&L, and member experience indicators (e.g., NPS, complaints). Compile and present to partners and senior management.
Collaborate with Product, Engineering, and Design teams to influence roadmap prioritization.
Work with cross-functional teams to inform ongoing iteration and expansion of Crypto features and capabilities to break down barriers in traditional finance and redefine the role crypto can play in members’ financial lives.
Tackle ambiguous problems, finding innovative solutions even when inputs and outputs are uncertain.
Hire, coach, and performance manage agents to drive team member development.
Identify and escalate issues, and propose recommended solutions regarding process improvements for systems and procedures.
Monitor day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans.
Utilize experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff
Foster an environment focused on finding solutions to problems and innovative differentiators.

What you’ll need :

5+ years of management experience

5+ years of crypto and / or brokerage trading experience

7+ years of general customer service experience in a contact center setting

Minimum Bachelor or equivalent experience

Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees

Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as management

Ability to react to change quickly and implement new processes & procedures

Ability to work independently

FINRA licenses (Series 7, 24) preferred but not required

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

Pay range : $115,200.00 - $198,000.00

Payment frequency : Annual

This role is also eligible for a bonus, long term incentives and competitive benefits. More information about our employee benefits can be found in the link above.

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Operation Manager • Cottonwood Heights, UT