Ops Learning and Delivery, Digital Coach Product Manager

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Who we are:
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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.
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The Role
The
Digital Coaching Product Manager
serves as the product owner for our digital coaching platform, currently powered by Zenarate. This role drives the strategy, implementation, and optimization of digital coaching capabilities to support agent training, upskilling, and remediation. While Zenarate is the platform in use today, the focus of this role is on managing functionality, integrations, and continuous improvement of digital coaching as a core learning capability.

What you'll do

• Owns the overall digital coaching platform strategy, integration, and adoption across Learning & Development.
• Develops and manages the implementation roadmap to align with training programs and business priorities.
• Partners with instructional design and training teams to ensure seamless scenario integration and execution.
• Builds a strong understanding of business processes and curriculum to identify opportunities for digital coaching.
• Reviews, tests, and implements vendor system releases (e.g., Zenarate updates) to ensure compatibility with infrastructure.
• Creates and maintains an inventory of coaching scenarios by training program to maximize utilization and impact.
• Defines and reports on ROI, impact, and performance metrics for scenario enhancements and platform projects.
• Conducts user experience surveys and feedback loops to inform strategy, enhancements, and vendor conversations.
• Provides ongoing reporting and analysis of platform effectiveness.
• Oversees quality assurance activities for coaching scenarios and platform initiatives.
• Performs other duties as assigned to support the success of the digital coaching strategy.

What You Need

• Instructional Design Experience and/or Training Facilitation experience
• Knowledge of the ADDIE Model
• Knowledge in generating process documentation.
• Experience with process improvement projects.
• Experience with Google suite, Lucid Charts, PowerPoint, and Excel.
• Demonstrated ability to engage and manage multiple project initiatives simultaneously.
• Demonstrated ability to effectively present statuses, challenges, and recommended solutions.
• Strong written and verbal communication skills.
• Experienced in developing and/or executing business requirements, training intake requests.
• Bachelor's degree combination of education and experience with a minimum of 2 years of experience in Learning and Development.
• Product / Project Management experience a plus

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

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.