Senior Operations Infrastructure Lead, AI & Automation

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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:

We are seeking a Senior Operations Infrastructure Lead, AI & Automation to scale and modernize the enterprise case management and workflow systems that power high-volume, risk-sensitive Operations functions including Fraud and Disputes platforms.

Reporting to the Senior Operations Infrastructure Manager, this role owns the configuration, optimization, and intelligent automation of enterprise SaaS and case management platforms used by Operations teams. You will design scalable workflows, operationalize AI-enabled capabilities, and partner closely with Product, Engineering, Project/Program Management, Data, and external vendors to ensure systems evolve in step with business growth.

This is a hands-on, technically strong role focused on workflow architecture, automation strategy, and integration enablement. We are looking for someone who is proactive, decisive, and comfortable leading complex initiatives across teams.

What You’ll Do:

Workflow Architecture & Platform Optimization

• Design and configure scalable workflows, queues, routing logic, automation triggers, and case management processes within enterprise platforms.
• Translate business requirements into structured, maintainable system configurations.
• Identify operational inefficiencies and aggressively drive system-based solutions to improve throughput, accuracy, and scalability.

Modernize legacy processes and reduce technical debt across the Operations ecosystem.

• Maintain clear functional specs documentation, configuration standards, and implementation playbooks.

AI-Enabled Automation

• Configure and deploy AI-powered capabilities within operational systems, including case summarization, intelligent routing, risk signal surfacing, and decision-support workflows.
• Partner with Product, Engineering, Data, and external vendors to integrate AI outputs into case management platforms.
• Ensure AI-enabled workflows are auditable, compliant, and aligned with risk controls.
• Monitor performance and continuously refine configurations to improve accuracy, usability, and business impact.

Integrations & Technical Execution

• Partner with Engineering to support system integrations, API connections, and data flows between platforms.

Participate in solution design sessions and ensure integration designs align with operational requirements.

• Lead validation, testing, and rollout of system enhancements.

Troubleshoot and resolve complex configuration, automation, and workflow issues.

Independently lead multi-team initiatives with meaningful business impact, driving progress and unblocking cross-functional dependencies.

Governance, Risk & System Health

• Establish and maintain strong configuration governance, access controls, and change management practices.
• Define and monitor system health and automation performance metrics.
• Build reporting and dashboards to measure workflow effectiveness and shared business KPIs.

Proactively identify risk exposure within system design and implement mitigation strategies.

• Simplify and standardize processes to reduce operational and technical complexity.

What You Bring

• 10+ years of experience in enterprise applications, workflow configuration, systems administration, or operations technology.
• Strong hands-on experience configuring SaaS or case management platforms in high-volume operational environments.
• Experience implementing automation or AI-assisted capabilities within enterprise systems.
• Functional understanding of APIs, integrations, workflow orchestration, and data flows.
• Experience working in regulated risk-sensitive environments (e.g. fintech, financial services, fraud, disputes, AML) preferred.
• Strong technical judgment and ability to operate independently.

Demonstrated ability to lead complex initiatives and influence cross-functional partners without direct authority.

• Clear, confident communication skills across technical and business audiences.

Nice to have:

• Experience operationalizing LLM-powered or AI-driven features within SaaS platforms.
• Familiarity with fraud, disputes, or financial services case management systems.
• Basic scripting or technical background (not required, but helpful).

Compensation and Benefits

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.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

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.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi 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 accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

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.