Senior Director, Servicing Strategy

The Role:

The Senior Director, Servicing Strategy role is responsible for fortifying the operational backbone of the organization. This leader drives enterprise-wide consistency, scalability, and exceptional member outcomes by centralizing and leading critical support functions and capabilities. The role’s mandate is to shift the organization from reactive support to proactive sustainability and scale across all member-facing operations.

This leader will partner closely with key senior leaders within the Global Operations, finance, analytics and BPO functions and teams to champion a member-first strategy and ensure every operational process is robust, compliant, and optimized for Best in Class employee and member experiences.

What you’ll do: 

• Business Continuity Planning (BCP): Own the end-to-end BCP and disaster recovery strategy for all critical operations. Design, execute, and evaluate quarterly readiness drills and tabletop exercises to guarantee organizational resilience.
• Compliance & Risk Alignment: Ensure all operational support frameworks (vendor management, BCP, performance reporting) align seamlessly with enterprise risk management standards and evolving regulatory expectations.
• Operational Readiness: Lead cross-functional readiness planning for all new product launches, system deployments, and major process changes. Develop and enforce rigorous "Go/No-Go" governance to ensure operational support is validated and seamless before deployment.

• Initiative Tracking: Maintain initiative tracking for the department and ensure all projects tie back to the P&L.
• KPI Accountability: Partner directly with VP and Director-level business leaders to establish clear, measurable Key Performance Indicators (KPIs) and drive accountability for results.
• Insight Generation: Utilize data and advanced analytics to conduct deep-dive root cause analysis, transforming raw performance data into actionable, financialized insights for executive decision-making.
• Vendor Performance: Oversee the performance, compliance, and strategic relationship management of critical third-party vendors, ensuring maximized contribution, SLAs adherence, and proactive cost-effectiveness.
• Continuous Improvement Culture: Drive the adoption of Operational Excellence principles (e.g., Lean, Six Sigma) to lead high-impact initiatives for process simplification and automation.

• Member Service Strategy Champion: Lead the Member Service Delivery (MSD) team. Serve as the internal voice of the member, championing strategies that systematically reduce member friction and drive demonstrable improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
• Employee Engagement: Lead the Employee Engagement and Communications teams. Manage the agent experience (VOE), including contests, town halls, and the overall engagement budget
• Change Communications: Oversee all operational and capability change communications to the floor, working closely with L&D and key functional leaders throughout Global Operations and the centralized SoFi HQ(enterprise) team. 

• Minimum 8-10+ years of progressive leadership experience in large-scale Operations, Shared Services, or Customer Experience.
• At least 5 years of experience operating at a Senior Director or VP level.
• Demonstrated expertise in owning and managing Business Continuity Planning (BCP) and aligning operational risk frameworks with enterprise standards.
• Proven success in designing and implementing executive-level Operations Scorecards that translate strategic intent into measurable frontline accountability.
• Deep experience in managing third-party vendor relationships, performance, and compliance.
• Proficiency in process improvement methodologies (Lean, Six Sigma).
• Executive presence with exceptional communication skills and a proven track record of influencing VP & C-suite stakeholders.
• Bachelor’s degree in a relevant field required.
• MBA or advanced degree in Strategy, Finance, or Operations is strongly preferred.