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Senior Vice President, Operations

Phoenix

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

 

About the Role:

As the Senior Vice President of Operations, you will lead and oversee the end-to-end operations, ensuring strategic alignment with business goals and driving excellence across our financial products, call center operations, and compliance functions. Reporting to executive leadership, you will play a pivotal role in scaling operations, optimizing processes, and fostering a high-performance culture.

 

What You'll Do:

Operations Management

  • Oversee day-to-day operations, ensuring compliance, efficiency, and operational excellence.
  • Drive improvements in fraud prevention, product engagement, repayment strategies, and operational risk management.
  • Manage relationships with third-party vendors, ensuring contractual obligations and compliance with regulatory requirements.
  • Develop and implement scalable operational processes to support business growth and customer satisfaction.

People Leadership & Development

  • Build, mentor, and lead high-performing operational teams, fostering a culture of collaboration, accountability, and continuous improvement.
  • Support workforce planning efforts, scaling operations to meet growth demands while maintaining high standards of performance and compliance.

Strategic Leadership & Execution

  • Collaborate with executive leadership to define and execute operational strategies aligned with long-term business goals.
  • Lead cross-functional teams to drive operational efficiencies and scalability across multiple product lines.
  • Establish and monitor KPIs and OKRs to measure performance and ensure continuous improvement.

Financial & Risk Management

  • Oversee financial operations, ensuring adherence to industry regulations.
  • Proactively identify and mitigate operational, financial, and reputational risks.
  • Partner with legal and compliance teams to stay ahead of evolving regulatory changes and implement necessary process updates.

Client Experience & Continuous Improvement

  • Champion customer-centric initiatives, enhancing service delivery through streamlined processes and operational excellence.
  • Leverage data-driven insights to optimize workflows and maximize customer satisfaction and retention.

Cross-Functional Collaboration

  • Work closely with Product, Technology, Finance, and HR teams to align operational capabilities with business objectives.
  • Lead efforts to integrate newly acquired businesses into operational frameworks seamlessly.

What We Look For:

  • 10+ years of experience in operational leadership roles within fintech, financial services, or consumer tech industries.
  • Proven experience in scaling high-growth operations, preferably in credit card, mortgage, or call center environments.
  • Strong understanding of call center processes, loan processing, collections, and regulatory compliance.
  • Exceptional leadership skills with a track record of building and managing large, geographically dispersed teams.
  • Strong analytical mindset with proficiency in leveraging data to drive operational decisions.
  • Experience in vendor management, contract negotiations, and third-party oversight.
  • Excellent communication and stakeholder management skills, with the ability to influence at the executive level.
  • Bachelor's degree required; MBA or advanced degree preferred.

What We Offer You:

  • Competitive salary and stock option plan
  • 100% paid coverage of medical, dental and vision insurance 
  • Flexible PTO
  • Opportunities for professional growth and development  
  • Paid parental leave
  • Health & wellness initiatives

For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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