Upgrade Inc.
Product Manager, Operations
Phoenix · Mid
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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.
- You'll also help evaluate the impact of these initiatives through data and performance metrics.
- This is a hybrid position based in our Phoenix office
Responsibilities
- Partner with Operations stakeholders across customer support, servicing, and verifications to identify inefficiencies, understand business needs, and uncover opportunities for process improvement and automation.
- 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.
- Working knowledge of SQL, data analysis, and using insights to drive business decisions.
- Gather, document, and translate business requirements into clear product specifications, user stories, and actionable deliverables for Engineering teams.
Requirements
- Experience with Contact Center, Customer Support, or Servicing operations.
Nice to have
- 2-4 years of Product Management experience, ideally within Financial Services, Fintech, or operational environments.
- 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.
Skills
- Utilize product management and operational technologies including Jira and Confluence.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
Compensation
- Competitive salary and stock option plan
Benefits
- Competitive salary and stock option plan
- Paid coverage of medical, dental and vision insurance
- Paid parental leave
- Health & wellness initiatives
Company info
- 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.
This listing is sourced directly from Upgrade Inc.'s careers page and normalized into a canonical job model.