About the job
SoFi is a mobile-first financial services provider and national bank, working to help millions of members achieve their goals. The company aims to reshape personal finance and create meaningful impact for its members, guided by a set of core values. SoFi is committed to improving both individual careers and the broader financial ecosystem.
Role overview
The Principal Case Management Platform Manager (IC5) will oversee SoFi’s enterprise case management platform, focusing on Pega. This leader will drive platform strategy, optimize workflows, and support the transition from Zendesk to Pega. The work spans payments, lending, fraud, and servicing, with a goal to automate manual processes and improve operational efficiency. Collaboration with Product, Operations, Risk, and Engineering teams is key to ensuring the platform aligns with business needs and scales effectively.
What you will do
- Develop and manage the strategy, roadmap, and operating model for Pega and related case management platforms
- Lead the migration from Zendesk to Pega, focusing on long-term scalability
- Collaborate with Product, Operations, Risk, and Engineering to translate business requirements into workflow solutions
- Design and improve workflows to reduce manual effort and increase efficiency
- Set governance standards and best practices for consistent platform use
- Oversee delivery, implementation, and deployment to ensure solutions meet business objectives
- Support release readiness, user adoption, training, and change management
- Maintain platform compliance with regulatory requirements, including SOX and PCI
- Define and track success metrics, assess platform performance, and drive ongoing improvements using analytics and feedback
Location
This position is based in Frisco, Texas.
