Senior Operations Infrastructure Lead, AI & Automation

<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><h4><strong>The Role: </strong></h4> <p>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.</p> <p>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.</p> <p>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.</p> <p> </p> <p><strong>What You’ll Do: </strong></p> <h4><strong>Workflow Architecture Platform Optimization</strong></h4> <ul> <li>Design and configure scalable workflows, queues, routing logic, automation triggers, and case management processes within enterprise platforms.</li> <li>Translate business requirements into structured, maintainable system configurations.</li> <li>Identify operational inefficiencies and aggressively drive system-based solutions to improve throughput, accuracy, and scalability.<br>Modernize legacy processes and reduce technical debt across the Operations ecosystem.</li> <li>Maintain clear functional specs documentation, configuration standards, and implementation playbooks.</li> </ul> <p><strong>AI-Enabled Automation</strong></p> <ul> <li>Configure and deploy AI-powered capabilities within operational systems, including case summarization, intelligent routing, risk signal surfacing, and decision-support workflows.</li> <li>Partner with Product, Engineering, Data, and external vendors to integrate AI outputs into case management platforms.</li> <li>Ensure AI-enabled workflows are auditable, compliant, and aligned with risk controls.</li> <li>Monitor performance and continuously refine configurations to improve accuracy, usability, and business impact.</li> </ul> <p><strong>Integrations Technical Execution</strong></p> <ul> <li>Partner with Engineering to support system integrations, API connections, and data flows between platforms.<br>Participate in solution design sessions and ensure integration designs align with operational requirements.</li> <li>Lead validation, testing, and rollout of system enhancements.<br>Troubleshoot and resolve complex configuration, automation, and workflow issues.<br>Independently lead multi-team initiatives with meaningful business impact, driving progress and unblocking cross-functional dependencies.</li> </ul> <p><strong>Governance, Risk System Health</strong></p> <ul> <li>Establish and maintain strong configuration governance, access controls, and change management practices.</li> <li>Define and monitor system health and automa ... (truncated, view full listing at source)