Senior Director – Complaints

Senior Director – Complaints

Requirements

• Proven leadership in managing complex, cross-organizational programs in a high-growth company, ideally within financial services, fintech, or similarly regulated industries.
• A track record of driving change and solving high ambiguity problems in fast-paced environments.
• Exceptional cross-functional collaboration skills: Able to work effectively with product, technical, and operational teams, while driving alignment and achieving organizational goals.
• Strategic mindset with operational excellence: Ability to think big-picture and long-term, while also being laser-focused on operational efficiency and tactical execution.
• Executive presence: Experience reporting to senior leaders and presenting to boards or similar high-level governing bodies.
• Outstanding communication and negotiation skills, with the ability to influence stakeholders at all levels.

Responsibilities

• Lead SoFi’s company-wide complaint resolution efforts: Spearhead the development and execution of a comprehensive complaints strategy across all product lines and service teams.
• Navigate high ambiguity and complexity: Work in a fast-paced, evolving environment that requires problem-solving in areas of significant uncertainty, such as technical challenges, policy discrepancies, and regulatory frameworks.
• Cross-functional collaboration: Partner with every major team at SoFi—including Product, Engineering, Operations, Compliance, Legal, Business Leads, and Risk Management—to ensure each team is successfully understanding and addressing customer complaints.
• Determine Product, Policy and Operation Strategy & See it through execution and completion: Work with subject matter experts to build and ship products, create and improve policies, and design operational processes.
• Own technical and operational complexity: Develop in-depth expertise across SoFi’s diverse suite of products and technologies. Align product solutions with customer service capabilities and regulatory obligations.
• Daily reporting to senior leadership and executive staff & Board-level presentations: Provide daily insights to senior leadership on complaints trends, progress, and escalations. Regularly update the executive team with a clear, data-driven understanding of challenges and opportunities in the complaints process. Report regularly to the Board of Directors, providing strategic recommendations, updates on performance metrics, and insights on operational improvements.

Preferred Qualifications

No preferred qualifications provided.