Senior Business Operations Analyst

In this role, you will be the analytical engine supporting SoFi's Operations by turning complex data into actionable insights that improve performance, service quality, and member experience. You'll partner with Frontline and Backline Operations, Workforce Management, and CX teams to design scalable reporting and diagnose performance drivers. You'll leverage modern AI tools to accelerate analytics and shape the strategic roadmap for operations. This position sits at the intersection of business operations and data, offering impact across multiple data sources and stakeholder groups.

• Act as a reporting leader for Operations and set standards for measuring and improving member experience.
• Own reporting roadmaps, ensuring data accuracy, consistency, and scalability.
• Define and monitor KPIs with Operations and CX leaders to align with service excellence and business goals.
• Design, automate, and maintain Tableau reporting suite as a scalable source of truth for performance metrics.
• Collaborate with Data Engineering to define data requirements and ensure upstream data supports downstream analytics.
• Create reporting frameworks that synthesize data from multiple sources into cohesive insights.
• Conduct deep-dive analyses to identify performance drivers and opportunities to reduce friction and inefficiency.
• Utilize AI tools to accelerate workflows and deliver faster insights.
• Identify emerging trends and unknowns in operational data to preempt risks or opportunities.
• Translate analyses into strategic recommendations for process design, workforce planning, and continuous improvement.
• Lead data storytelling to communicate insights to both technical and non-technical audiences.
• Collaborate with Product, Engineering, Data Science, and other BI teams to enhance data accessibility and automate recurring analytics.
• Mentor junior analysts and partners on best practices in data-driven performance management and AI-assisted analytics

• Bachelor's degree in Analytics, Statistics, Economics, Engineering, or related quantitative field (Master's preferred)
• 5+ years in data analytics, operations analytics, or business intelligence, preferably in a high-growth FinTech or regulated financial environment
• Experience analyzing complex operational datasets (e.g., contact, CX, agent productivity)
• Advanced SQL for large-scale data warehouses
• Advanced Tableau proficiency; Looker or Power BI as alternatives
• Experience with modern AI analytics tools (e.g., Claude, Cursor, ChatGPT) to optimize workflows
• Proven track record of building reporting frameworks and defining KPIs from the ground up
• Elite communication and storytelling skills for influencing stakeholders and leadership
• Strong business acumen and a focus on improving member experiences through data-driven decisions
• Ability to navigate ambiguity and work in fast-paced, cross-functional environments

• elite communication
• storytelling
• collaboration
• SQL
• Tableau
• Looker