Product Manager, Operations

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

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About the Role:

We’re looking for a Product Manager, Operations to help improve the systems, tools, and workflows that power Upgrade’s day-to-day operations. In this role, you’ll partner closely with Operations, Engineering, and Product teams to identify opportunities for automation, streamline internal processes, and deliver scalable solutions that improve efficiency and the customer experience.

You'll play a hands-on role in gathering business requirements, translating operational needs into technical specifications, coordinating cross-functional initiatives, and supporting projects from planning through implementation. You'll also help evaluate the impact of these initiatives through data and performance metrics.

This is a great opportunity for an analytical, technically curious Product Manager who enjoys solving complex problems, working with diverse stakeholders, and leveraging emerging technologies to drive meaningful business improvements.

This is a hybrid position based in our Phoenix office

What You’ll Do:

• Partner with Operations stakeholders across customer support, servicing, and verifications to identify inefficiencies, understand business needs, and uncover opportunities for process improvement and automation.
• Gather, document, and translate business requirements into clear product specifications, user stories, and actionable deliverables for Engineering teams.
• Support the planning, prioritization, and execution of operational product initiatives, ensuring alignment between business stakeholders and technical teams.
• Improve contact center workflows and customer communication channels, including voice, chat, email, and AI-powered customer support solutions.
• Collaborate on automation and AI initiatives designed to reduce manual processes, optimize agent workflows, and improve operational efficiency.
• Work with cross-functional teams to track project progress, manage dependencies, troubleshoot issues, and ensure successful delivery of product enhancements.
• Leverage data and analytics to evaluate product performance, measure business impact, and identify opportunities for continuous improvement.
• Utilize product management and operational technologies including Jira and Confluence.

What We Look For:

• 2-4 years of Product Management experience, ideally within Financial Services, Fintech, or operational environments.
• Experience with Contact Center, Customer Support, or Servicing operations.
• Strong ability to gather requirements, write product specifications, and collaborate with Engineering teams to deliver technical solutions.
• Working knowledge of SQL, data analysis, and using insights to drive business decisions.
• Experience with third-party APIs, system integrations, and operational platforms such as Genesys. Familiarity with Enterprise Data Warehouses, Sumo Logic, SendGrid, or Heap is a plus.
• Experience leveraging AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity, analysis, or workflows. Exposure to conversational AI platforms such as Sierra is a plus.
• Strong analytical, problem-solving, communication, and stakeholder management skills.

What We Offer You:

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

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Environmental & Working Conditions

Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.

Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.

The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.

Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.

Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.

Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

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.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.