The Role: 

SoFi’s Fraud Management team is looking for a data-driven analyst to bridge the gap between risk mitigation and member advocacy.  This role is dedicated to identifying and offboarding "bad actors" already on the books before they can inflict further financial or reputational damage, and how the subsequent fraud and dispute process impacts our members.  While we remain member-centric, this role acknowledges that the best way to serve our legitimate members is to remove the bad ones. 

Your mission is twofold: Protect the House by identifying and offboarding high-risk actors, and Empower the Member by driving NPS and First Call Resolution (FCR) through rigorous root-cause analysis.

What You'll Do: 

{30%} NPS & Sentiment Analytics: Analyze member feedback and Net Promoter Scores (NPS) specifically related to fraud and dispute touchpoints. You will identify "friction points" where our security protocols may be alienating legitimate members and recommend data-driven adjustments.

{25%} Process & Data Analysis: Conduct comprehensive forensic analysis of existing fraud and dispute workflows. You will use SQL and behavioral data to identify "sleeper" accounts and high risk members, while simultaneously pinpointing bottlenecks that negatively impact NPS and FCR.

{25%} Member Exit Execution: Apply data-driven criteria to identify high-risk members for offboarding. You will prepare the data sets for adverse action, ensuring we exit "bad members" based on clear evidence of behavioral or dispute-related risk.  Reporting on impacts to the business.

{10%} Business Case Development: Prepare cost-benefit analyses that justify the prioritization of fraud prevention and member experience. You will quantify the ROI of a "Member-First" friction reduction strategy, showing how improved FCR and NPS lead to higher member retention, reduce complaints, and lower operational costs.

{10%} Strategic Maintenance & Pipeline Discovery: Continuously monitor the "health" of the fraud and dispute ecosystem. You will identify and document a backlog of new opportunities for risk reduction and experience improvement, ensuring stakeholders are aware of emerging trends that require future attention.

What You’ll Need:

• Bachelor or advanced degree in Statistics, Business Analytics, Math or Economics.
• Strong data technical skills on databases, Excel/SQL/Python and data dashboard tools. 
• Able to use different types of data to define business needs
• Highly motivated to drive change, eager to learn and create new things from scratch and able to work collaboratively in a complex and fluid environment.  
• Experience of developing analysis structure using different data sources and analytical methods to meet business needs.
• Capability of defining and building business metrics and dashboard infrastructures and know how to automate the manual process to improve efficiency.
• Able to connect the dots between data and businesses to provide meaningful insights and actionable enhancements.
• Knows how to troubleshoot data and metrics gaps and be innovative to solve both technical and business problems 
• Very strong communication skills by connecting the dots with the big picture with data and facts to support the story.

The Role:

As the Fraud and Disputes Member Experience Program Manager you will support the creation and execution of initiatives focused on solving the daily challenges that prevent Fraud and Dispute agents from delivering an exceptional member experience. You will act as a key liaison between the frontline and cross-functional partners, identifying specific friction points in the fraud and dispute lifecycle and helping implement the changes—across process, policy, and technology—needed to make an impact. You will be a core contributor to the intake and analysis of operational hurdles, ensuring that every fraud contact is handled with speed, empathy, and accuracy.  In this role, success isn't just about efficiency; it's about Trust. You are optimizing the processes that ensure a member feels heard, protected, and supported when their money is on the line.

What You’ll Do: 

• {30%} Drive Implementation: Work closely with stakeholders to roll out specific solutions, ensuring that changes to fraud tools or policies are adopted smoothly and provide the intended results for both agents and members.  Propose solutions to leaders and work closely with internal business partners to execute.
• {25%} Process & Data Analysis: Review existing fraud and dispute workflows to pinpoint specific bottlenecks and inefficiencies. Use data to highlight the "pain points" that most frequently delay resolution or frustrate members.
• {25%} Solution Design: Assist in developing and proposing practical process updates and workflow redesigns to optimize the dispute journey. Help gain alignment from team leads and stakeholders for implementation.
• {10%} Business Case Support: Help prepare simple cost-benefit analyses and justifications for prioritization, focusing on how specific changes will improve resolution times or reduce agent manual work.
• {10%} Support the Pipeline: Help manage the intake process for agent feedback and maintain the pipeline of potential opportunities. Build strong relationships with frontline staff to ensure their challenges are heard and addressed.

What You’ll Need:

• BA/BS degree required 
• Minimum 2+ years of experience in process improvement, operations analysis, or process improvement, preferably within a transformational environment. 
• Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.
• Proficiency in process mapping, workflow analysis, root cause analysis, and process optimization techniques 
• Experience in the financial services industry
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Highly motivated self-starter with a passion for driving continuous improvement and operational excellence.
• Effectively network and build partnerships in a fast-paced environment
• Ability to work in a very fast-paced, dynamic, and sometimes ambiguous environment 
• Excellent attention to detail 

The Role

This role sits within the Fraud Management Center of Excellence (COE) and is responsible for defining and executing fraud strategies and policies to minimize debit and credit card losses while delivering an exceptional member experience.

The Director of Card Fraud owns key strategic focus areas and contributes to broader departmental strategy. This leader will provide thought leadership to develop best-in-class policies across card declines, verification strategies, dispute intake, and dispute resolution—while ensuring compliance with applicable regulations.

What You’ll Do

• Develop and implement fraud strategies to mitigate card fraud, including unauthorized transactions, merchant disputes, provisional credit policies, and dispute resolution
• Lead and develop a team of individual contributors and managers, including hiring, performance management, and career development
• Partner cross-functionally with Fraud Analytics, Operations, Product, Engineering, and business leaders to implement fraud prevention strategies
• Build and enhance analytical frameworks and metrics to proactively identify, quantify, and assess fraud risk
• Lead investigations into suspected fraudulent activity, coordinating with internal and external stakeholders
• Make final decisions on strategy implementation and ensure operational effectiveness for the Card Fraud function
• Establish and maintain a fraud risk management framework, including policies, procedures, and controls
• Ensure compliance with applicable regulations and industry standards, including Regulation E and Regulation Z
• Analyze fraud trends and emerging patterns to inform proactive mitigation strategies

What You’ll Need

• 10+ years of experience in fraud risk management, financial crime investigations, or a related field
• Strong subject matter expertise in debit and credit card fraud and disputes
• 5+ years of people management experience
• Strong analytical and problem-solving skills, with the ability to analyze complex data and identify patterns
• Proficiency in data analysis tools and languages such as SQL, Python, or R
• Excellent written and verbal communication skills, with the ability to clearly articulate findings and recommendations

The role:

SoFi is seeking a highly organized, detail-oriented Sr. Business Operations Analyst to join the Global Business Operations team. This is a "builder" role that sits at the intersection of operational strategy and data storytelling.

The Business Operations team serves as the "Chief of Staff" office for the Global Operations EVP, acting as the connective tissue for the Global Operations organization. In this capacity, you will support critical financial communications, executive storytelling, and rigorous governance tracking for the EVP’s staff.

You won’t just manage the mechanics of governance; you will be the narrator of our progress, turning portfolio data into actionable insights for the entire organization. While leadership focuses on high-level strategy, you will own the "source of truth," ensuring that key initiatives are tracked, sequenced, and prioritized in direct alignment with SoFi’s Company Priorities.

You will report to the Program Manager of Operational Governance within the Business Operations team. You will help to manage the Global Intake process, maintain portfolio health dashboards, and ensure that Strategic Change Initiatives (SCI) and Local Change Initiatives (LCI) meet rigorous operational readiness standards before launch. Your mission is to ensure 100% visibility into the portfolio, maintain audit-readiness for Enterprise Risk Management (ERM), and pioneer AI-driven solutions to automate routine governance tasks.

This is not a "maintenance" role. You are joining a team that is redefining how Global Operations functions under new leadership. You will have the autonomy to help build new frameworks and the opportunity to play a pivotal role in SoFi’s first forays into AI-governed operations.

What you’ll do:

• Govern Project Data & Audit Readiness: Act as the primary custodian of project data, ensuring all information is current for internal and external audits. You will manage the timely creation and closure of projects and ensure the proper storage of all key artifacts.
• Translate Data into Action: Move beyond 'green/yellow/red' status updates. You will analyze portfolio trends to identify systemic bottlenecks and craft the narrative for Global Ops' impact on SoFi’s bottom line
• Execute Centralized Intake: Facilitate the global intake process to capture, sequence, and prioritize initiatives. You will be responsible for ensuring that all requests are accurately mapped to Company Priorities.
• Drive Change Management Rigor: Partner cross-functionally and with Enterprise Risk Management (ERM) to govern SCI and LCI. You will ensure that no high-priority work launches without meeting defined operational readiness criteria and change management standards.
• Monitor Capacity & Risks: Identify and address potential risks, resource constraints, or bottlenecks within the portfolio. You will monitor capacity allocations to ensure optimal resource utilization across Global Operations.
• Maintain Portfolio Visibility: Own the holistic dashboard of operational priorities. You will ensure consistent weekly reporting that provides leadership with 100% visibility into the status, resource support, and expected outcomes of all strategic commitments.
• Innovate with AI Solutions: Dig into potential AI solutions (agentic AI or otherwise) to solve "Governance Challenges" such as conducting routine compliance checks and readiness audits.
• Solve Proactively: Structure and execute on ambiguous or ad-hoc requests from senior stakeholders with a high degree of autonomy. You will be expected to transform complex problems into polished, decision-ready outputs that drive strategic clarity.

What you’ll need:

• Experience: Bachelor’s degree and 5+ years of related experience in Business Operations, Project Management, or Financial Services (or equivalent work experience).
• Technical Mastery: Advanced proficiency in Google, Smartsheet, AirTable and Jira (or equivalent tool). You should be comfortable building complex sheets, reports, and dashboards.
• Analytical Storytelling: Proficiency in turning data into 'the why.' You should be an expert in building not just dashboards, but the presentations and narratives that go with them (Google Slides/PowerPoint mastery is a must)
• Innovation Mindset: A strong interest in AI and automation. You don't need to be a coder, but you must possess a "power user" mindset capable of leveraging new tools to automate manual workflows.
• Critical Thinking: The ability to look at a list of 200+ projects and determine how to identify the three that are missing critical information.
• Communication: Strong written and verbal skills; ability to collaborate with Project Managers and Pillar Leads to ensure data integrity.
• Grit: A proactive, "founder’s mentality” with the ability to build frameworks from scratch in a fast-paced, evolving environment.

The role

We are searching for a passionate Staff Fraud Risk Analyst who is highly self-motivated, analytical, with a decent understanding of debit card fraud transactions and account takeover fraud strategies. This role will work on fraud strategies at banking transactional stages during customer journey, implement effective fraud strategies to help our platform to realize a safer, more transparent and secure environment. This role will work collaboratively with various stakeholders to ensure strategy performances while maintaining a smooth customer experience. 

By joining SoFi, you'll become part of a forward-thinking company that is transforming financial services for the better. We offer the excitement of a rapidly growing startup with the stability of an industry leading leadership team.

What you’ll do:

The fraud prevention analyst will help SoFi develop better data driven fraud decisioning by:

• Architect and scale robust table structures and analytics using expert-level SQL and Python to serve as the foundation for global risk detection and real-time reporting.
• Design sophisticated fraud decisioning strategies by synthesizing login, entity, and tokenization signals to neutralize complex threats like Account Takeover (ATO) and high-risk transactions.
• Lead cross-functional initiatives by translating intricate technical risks into high-level business logic, socialize proposals with stakeholders to align on the optimal balance between security and user friction.
• Optimize detection precision through rigorous statistical analysis, specifically leveraging False Positive Rate (FPR) modeling to protect the "Golden Path" of the customer experience.
• Execute end-to-end risk-decisioning procedures for debit card transactions and authentication frameworks (MFA/3DS), ensuring defense mechanisms are both proactive and scalable.

What you’ll need:

• BA/BS in Statistics, Information Systems, Mathematics, Data Science, or related fields,  or equivalent work experience 
• Expertise in Fraud: 5+ years of work experience in Fraud Analytics. Experience managing risk-decisioning strategies and mitigating losses in debit card fraud transaction flows (ATO, 3DS, CNP, Tokenization) and understanding of sophisticated authentication frameworks, plus with exposure on authentication flows including MFA/IDV
• Balance Friction and Growth: Deep mastery of the trade-off between fraud mitigation and UX, ensuring security strategies protect the business without compromising key conversion and retention metrics.
• Architect Scalable Data Systems: Expert-level SQL/Python skills used to build automated, high-volume data architectures and statistical models that serve as the foundation for global risk detection.
• Drive Strategic Influence: A proactive leader who uses cross-functional persuasion to align stakeholders and own the end-to-end execution of complex initiatives in fluid environments.

The Role 

We are seeking a Senior ing functions within the First Line of Defense. This role will primarily focus on monitoring and analyzing Fraud Key Risk Indicators (KRIs), Risk Appetite Statement (RAS) metrics, Strategy and Rule monitoring oversight, governance documentation, and other enterprise fraud 

performance metrics to ensure the Fraud Program operates within defined risk tolerances and governance expectations. 

The Senior Risk Analyst will play a critical role in governance control, analyzing fraud performance trends, identifying emerging risk signals, supporting escalation of metric breaches, and delivering data-driven insights to senior leadership and enterprise risk committees. This position will also support audit, regulatory examination, and fraud risk assessment activities, helping ensure the Fraud Program maintains strong governance, transparency, and regulatory alignment. 

While the primary focus of this role is fraud risk analytics and performance monitoring, the Senior Analyst will also assist the broader Fraud Program team in supporting program governance, documentation, strategy oversight, and cross-functional coordination across the Fraud ecosystem. 

The ideal candidate will bring strong analytical capabilities, experience with risk assessment frameworks or audit processes, a deep understanding of fraud risk management within a banking or fintech environment, and the ability to drive cross-functional collaboration between all lines of business. 

What you’ll do: 

Fraud Risk Metrics Monitoring & Performance Analytics (Primary Focus) 

• Monitor and analyze Fraud Key Risk Indicators (KRIs), Risk Appetite Statement (RAS) metrics, and other enterprise fraud performance indicators across products and business lines. ● Identify performance trends, emerging risks, and early warning signals across fraud domains including account takeover, transaction fraud, disputes, and fraud operations performance.
• Support the escalation and investigation of metric breaches, working with cross-functional teams to determine root causes and corrective actions. 
• Produce regular risk reporting and executive summaries for fraud governance committees and leadership forums. 
• Develop and maintain data-driven insights and dashboards to improve transparency into fraud risk performance across the enterprise. 

Fraud Risk Governance & Oversight 

• Assist with maintaining and enhancing the Fraud Program’s KRI and KPI framework, ensuring alignment with enterprise risk management and regulatory expectations. 
• Support ongoing metric validation, threshold monitoring, and governance processes to ensure fraud metrics remain accurate, stable, and meaningful. 
• Partner with Fraud Strategy, Operations, Data, and Risk teams to ensure consistent measurement and interpretation of fraud risk performance across products. 

Risk Assessment, Audit & Regulatory Support 

• Assist in the execution of Fraud Risk Self-Assessments (FRSAs) and other targeted risk evaluations across fraud domains through data analytic needs. 
• Support the tracking and remediation of fraud-related issues identified through audit, risk assessments, regulatory reviews, or control testing. 
• Coordinate with Fraud Program Lead to support regulatory exam responses and documentation requests. 

Fraud Program Governance & Documentation (Supporting Role) 

• Assist in maintaining fraud program documentation, procedures, and governance artifacts, including playbooks, policies, and operational standards. 
• Support coordination of fraud governance forums and committee reporting, ensuring accurate and timely risk reporting. 
• Assist with cross-functional initiatives and program management efforts that support the overall fraud risk management ecosystem. 

What you’ll need: 

• 5+ years of experience in fraud analytics, risk management, or fraud program management.
• Strong experience in leading projects, working cross-functionally, and influencing senior stakeholders. 
• Experience working with multiple cross-functional teams to deliver results 
• Experience in banking and/or fintech industry 
• Strong Knowledge of fraud prevention tools and techniques. 
• Excellent problem-solving skills and ability to translate complex data into clear business recommendations. 
• Strong proficiency in SQL, experience with visualization tools (e.g., Tableau) ● Familiarity with Python. 
• Strong experience creating scalable playbooks, reporting templates, and spreadsheet-based workflows to improve risk management processes and cross-functional coordination.
• Highly self-directed, with demonstrated ability to think strategically, solve ambiguous problems, and independently drive initiatives from ideation through implementation. 
• Strong presentation and executive communication skills, including developing clear, concise materials for senior leadership and regularly presenting insights, recommendations, and progress updates. 

Nice to Have: 

• Experience with Model Risk Management or Model Governance, a plus! 
• Advanced working knowledge of Python for process automation, including writing maintainable code, testing solutions independently, and preparing them for production. ● Working knowledge of GitLab, DBT, and Airflow, including the ability to independently deploy, schedule, and maintain analytical workflows in production. 
• Proficient in Airtable, including designing automations and workflow trackers to be leveraged across multiple product teams.

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members
reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re
proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values
guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The Role

The Fraud Program is seeking a Staff Risk Analyst to lead data governance initiatives, analytics, and reporting across
the Fraud Center of Excellence (CoE). This role will serve as a key partner in developing, maintaining, and enhancing
fraud KPIs, KRIs, dashboards, and enterprise risk reporting to enable data-driven decision making and effective fraud
risk oversight.

The Staff Risk Analyst will play a critical role in ensuring data integrity, consistency, and transparency across fraud
metrics, while delivering actionable insights into fraud performance, emerging risks, and operational effectiveness
across all products and fraud domains.

This role will partner closely with Fraud Strategy, Operations, Risk, Data, and Business Intelligence teams to build
scalable analytics solutions, standardize metric definitions, and improve enterprise-wide visibility into fraud risk.
The ideal candidate will bring a strong technical data background, experience in risk analytics, and a passion for
building scalable data and reporting frameworks within a fast-paced fintech environment. Additionally, the
candidate will also have strong proficiency in SQL, Python, Snowflake, and Tableau. You’ll need to be a self-motivated
leader with the ability to drive cross-functional collaboration between all lines of business. IIf you love working with
data and have a passion for doing the right thing, we want to hear from you!

What you’ll do:

Fraud Data Analytics, Insights, and Data Governance (Primary Focus)
● Analyze fraud data across products and channels to identify trends, anomalies, and emerging fraud risks.
● Develop data-driven insights and recommendations to support fraud strategy, operations, and risk
management decisions.
● Partner with cross-functional teams to translate business problems into analytical solutions that improve
fraud detection, prevention, and member experience.
● Establish and enforce data governance standards for fraud metrics- including data definitions, lineage, and
controls; and effectively leading a strategic data governance council cross-functionally.
● Identify and resolve data quality, consistency, and availability issues impacting fraud reporting and
analytics.
● Partner with Data Engineering and BI teams to ensure reliable, scalable, and well-documented data
sources.
KPI / KRI Framework & Performance Monitoring
● Support the design, development, and ongoing enhancement of Fraud KPIs, KRIs, and Risk Appetite

Statement (RAS) metrics across the Fraud CoE.

● Ensure consistent metric definitions, calculations, and reporting methodologies across business units.
● Monitor metric performance and provide insights into drivers of variance, trends, and risk signals.
Dashboarding & Reporting
● Assist in designing, building, and maintaining Tableau dashboards and automated reporting solutions to
provide real-time visibility into fraud performance.
● Deliver executive-level reporting and visualizations for fraud governance committees and leadership.
● Improve reporting efficiency through automation and scalable data pipelines (e.g., Snowflake), where
needed, in partnership with our risk analytics and data teams
Fraud Risk Management & Assessment Support
● Support Fraud Risk Self-Assessments (FRSA) and other risk evaluation activities through data analysis and
metric development.
● Assist in identifying key risk drivers and areas of elevated fraud exposure across products and processes.
● Provide analytical support for audit, regulatory, and risk management requests.
Cross-Functional Collaboration & Program Support
● Collaborate with Fraud Strategy, Operations, and Program teams to align data, metrics, and reporting with
business needs.
● Support broader Fraud Program initiatives and analytics projects as needed, including strategy
performance analysis and operational insights.

What you’ll need:

● 4+ years of experience in data analytics, fraud analytics, or risk analytics within financial services, fintech, or
banking.
● Strong experience working with large datasets and relational databases.
● Advanced proficiency in SQL and experience with Snowflake or similar data platforms.
● Experience building dashboards and data visualizations (Tableau preferred).
● Strong understanding of KPI/KRI frameworks, performance metrics, and risk monitoring concepts.
● Experience with data governance, data quality management, or metric standardization.
● Strong analytical and problem-solving skills with the ability to translate complex data into actionable
insights.
● Excellent communication skills, with the ability to present findings to both technical and non-technical
stakeholders.
● Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
● Proficient in other programming and data analysis tools such as Python, R, or SAS.

Nice to Have:
● Advanced degree in Data Science or Machine Learning.
● Experience in implementing or overseeing AI/ML-based models for fraud detection
● Experience working in or working closely with model risk management is a plus.

The role:

We are looking for a Senior Data Scientist and/or Machine Learning Model Developer to join our Fraud Model Development Team. This role owns end-to-end design, development, validation, deployment partnership, and performance management of high-impact fraud models across SoFi products including Personal Loans, Student Loans, Credit Cards, and Crypto.

The Senior Fraud Model Developer is accountable for measurable fraud loss reduction and false positive improvements within assigned domains. This individual partners closely with Fraud Prevention, Risk, Operations, Finance, Compliance, and ML Platform teams to influence fraud strategy, inform risk tolerance decisions, and ensure models deliver sustained business impact.

This position requires deep expertise in data analytics, statistical modeling, and machine learning, along with the ability to translate complex model performance into clear business outcomes. The ideal candidate brings strong fraud domain knowledge, production ML experience, and a demonstrated ability to manage model risk and complexity at scale

What you’ll do:

The Senior Fraud Model Developer will help SoFi build and scale high-performing fraud modeling solutions by:

• Owning end-to-end development of fraud models within assigned product or risk domains, from problem framing through production deployment and ongoing monitoring
• Driving measurable reductions in fraud loss, false positives, and operational expenses
• Translating model outputs into business impact metrics and influencing fraud strategy decisions
• Aggregating and synthesizing datasets from multiple data environments to design scalable and reusable modeling frameworks
• Analyzing complex datasets to identify drivers of fraud loss and member friction across products
• Conducting trade-off analysis between fraud loss mitigation, customer experience, and regulatory guardrails
• Establishing and maintaining model monitoring standards (e.g., performance metrics, drift detection, recalibration cadence) to proactively manage model risk
• Investigating external risk data and emerging fraud patterns to inform roadmap prioritization
• Partnering with ML Platform teams to productionize models in AWS and improve lifecycle governance
• Reducing model development cycle time by simplifying processes, improving documentation rigor, and creating reusable components
• Handling escalations related to model performance, risk exposure, or business impact within assigned scope
• Influencing roadmap sequencing and contributing to prioritization discussions based on ROI, regulatory considerations, and level of effort

What you’ll need:

• 7+ years of advanced quantitative modeling experience, or
• Master’s degree and 5+ years of related experience, or
• PhD and 3+ years of related experience, or
• Equivalent practical experience
• Demonstrated ownership of production machine learning models with measurable impact on fraud loss or false positive reduction
• Deep expertise in Python, SQL, and data visualization tools (e.g., Tableau)
• Strong knowledge of statistical methodologies and machine learning techniques (e.g., regression, decision trees, gradient boosting, random forests, neural networks, clustering analysis)
• Experience designing, validating, and monitoring models using metrics such as AUC, KS, precision/recall, and drift detection
• Ability to independently determine modeling approaches, manage trade-offs, and execute solutions with minimal guidance
• Experience partnering cross-functionally with Risk, Fraud Ops, Engineering, Finance, and Compliance stakeholders
• Strong communication skills with the ability to distill complex technical concepts into clear business recommendations
• Demonstrated ability to manage risk exposure within projects and proactively escalate with proposed solutions
  
  

Nice to have:

• Direct experience in fintech, banking, payments, or digital fraud risk
• Familiarity with graph databases and network-based fraud detection
• Experience developing and deploying models in AWS environments
• Experience influencing fraud policy or risk tolerance decisions

The role:
This role exists to own and evolve SoFi’s enterprise case management platform, with a primary focus on Pega. The Principal Case Management Platform Manager (IC5) is responsible for defining how workflows are built, scaled, and used across operations.

This person leads the platform strategy and execution, including the migration from Zendesk to Pega, and drives automation of manual workflows across payments, lending, fraud, and servicing. They act as the bridge between Product, Operations, Risk, and Engineering to ensure the platform supports business priorities and improves operational efficiency at scale.

What you’ll do:

• Own the strategy, roadmap, and operating model for Pega and case management platforms
• Lead the end-to-end migration from Zendesk to Pega and ensure long-term scalability
• Partner with Product, Operations, Risk, and Engineering to translate business needs into workflow solutions
• Design and optimize workflows that reduce manual work and improve operational efficiency
• Establish platform governance, standards, and best practices to ensure consistency and reuse
• Oversee delivery, implementation, and rollout to ensure solutions are adopted and meet business goals
• Drive release readiness, user adoption, training, and change management
• Ensure platform capabilities meet regulatory and compliance requirements (e.g., SOX, PCI)
• Define and track success metrics, monitor platform performance, and continuously improve based on data and feedback

What you’ll need:

• Bachelor’s degree in a technical or business-related field
• 10+ years of experience with the Pega platform
• Deep expertise in Pega (v7–v8+), including Pega Cloud (PaaS)
• Experience owning or leading enterprise platforms or products end-to-end
• Strong background in workflow design, case management, and process optimization
• Experience working cross-functionally with Product, Operations, Risk, and Engineering
• Ability to influence senior stakeholders and translate technical concepts into business outcomes
• Proven ability to operate in ambiguity and drive results independently

Nice to have:

• Pega Lead System Architect (LSA) certification
• Experience with GenAI and Constellation UI
• Domain expertise in payments, fraud, or lending
• Familiarity with IAM tools such as Okta, SailPoint, or CyberArk