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Who we are:
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 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. Join us to invest in yourself, your career, and the financial world.
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
Top Skills
SoFi New York, New York, USA Office
Our New York office, located in the meat-packing district, provides an open work environment and is a hub for our finance teams. Our large conference, flexible work spaces, huddle rooms, and shared community areas allows our teams to openly collaborate while looking at some spectacular views.
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