Principal Case Management Platform Manager

<div class="content-intro"><p><a href="https://www.sofi.com/sofi-employee-applicant-privacy-notice/" target="_blank"><strong>Employee Applicant Privacy Notice</strong></a></p> <p><strong>Who we are:</strong></p> <div> <p>Shape a brighter financial future with us.</p> <p>Together with our members, we’re changing the way people think about and interact with personal finance.</p> <p>We’re a next-generation financial services company and national bank 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. <strong>Join us to invest in yourself, your career, and the financial world.</strong></p> </div></div><p><strong>The role:</strong><br>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.</p> <p>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.</p> <p><strong>What you’ll do:</strong></p> <ul> <li>Own the strategy, roadmap, and operating model for Pega and case management platforms</li> <li>Lead the end-to-end migration from Zendesk to Pega and ensure long-term scalability</li> <li>Partner with Product, Operations, Risk, and Engineering to translate business needs into workflow solutions</li> <li>Design and optimize workflows that reduce manual work and improve operational efficiency</li> <li>Establish platform governance, standards, and best practices to ensure consistency and reuse</li> <li>Oversee delivery, implementation, and rollout to ensure solutions are adopted and meet business goals</li> <li>Drive release readiness, user adoption, training, and change management</li> <li>Ensure platform capabilities meet regulatory and compliance requirements (e.g., SOX, PCI)</li> <li>Define and track success metrics, monitor platform performance, and continuously improve based on data and feedback</li> </ul> <p><strong>What you’ll need:</strong></p> <ul> <li>Bachelor’s degree in a technical or business-related field</li> <li>10+ years of experience with the Pega platform</li> <li>Deep expertise in Pega (v7–v8+), including Pega Cloud (PaaS)</li> <li>Experience owning or leading enterprise platforms or products end-to-end</li> <li>Strong background in workflow design, case management, and process optimization</li> <li>Experience working cross-functionally with Product, Operations, Risk, and Engineering</li> <li>Ability to influence senior stakeholders and translate technical concepts into business outcomes</li> <li>Proven ability to operate in ambiguity and drive results independently</li> </ul> <p><strong>Nice to have:</strong></p> <ul> <li>Pega Lead System Architect (LSA) certification</li> <li>Experience with GenAI and Constellation UI</li> <li>Domain expertise in payments, fraud, or lending</li> <li>Familiarity with IAM tools such as Okta, SailPoint, or CyberArk</li> </ul><div class="content-conclusion"><div class="gmail_default"><strong>Compensation and Benefits</strong></div> <div class="gmail_default">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.&nbsp;</div> <div class="gmail_default">&nbsp;</div> <div class="gmail_default">To view all of our comprehensive&nbsp;and competitive&nbsp;benefits, visit our&nbsp;<strong><a href="https://sofietyinfo.sofi.com/sofi-benefits" target="_blank" data-saferedirecturl="https://www.google.com/url?q=https://sofietyinfo.sofi.com/sofi-benefits&amp;source=gmail&amp;ust=1667318410571000&amp;usg=AOvVaw0ZqbRtznVe1JsWWUOWQUnN">Benefits at SoFi</a>&nbsp;</strong>page!</div> <h5 style="text-align: center;"><span style="font-weight: 400;">SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.</span></h5> <h5 style="text-align: center;"><span style="font-weight: 400;">The Company hires the best qualified candidate for the job, without regard to protected characteristics.</span></h5> <h5 style="text-align: center;"><span style="font-weight: 400;">Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.</span></h5> <h5 style="text-align: center;"><a href="https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf" target="_blank"><span style="font-weight: 400;">New York applicants: Notice of Employee Rights</span></a></h5> <h5 style="text-align: center;"><span style="font-weight: 400;">SoFi is committed to an inclusive culture. As part of this commitment, </span><span style="font-weight: 400;">SoFi </span><span style="font-weight: 400;">offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email </span><a href="mailto:accommodations@sofi.com" target="_blank">accommodations@sofi.com.</a></h5> <h5 style="text-align: center;"><span style="font-weight: 400;">Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.</span></h5> <div class="gmail_default"><strong>Internal Employees</strong></div> <div class="gmail_default">If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.</div></div>