Upgrade Inc.

AI Process Improvement Analyst - Ops

Phoenix

Sponsorship not specifiedDetected 22 days ago

SQLData AnalysisLLMsAI OrchestrationJiraConfluenceGoogle AnalyticsProcess ImprovementRecruitingCustomer SupportCritical Thinking

About the role

We are seeking a highly motivated AI Process Improvement Analyst to join our high-performing team within the Business Operations Department.
Over the past 9 years, Upgrade has grown rapidly and launched several main products
This role is based in our Phoenix Office on a Hybrid basis 3 days per week.

Leverage AI prompt engineering and workflow automation to design, test, and execute virtual agent workflows and automated business processes.
Gather anecdotal and quantitative data across Upgrade's proprietary back-end tools, contact center platforms, and third-party system integrations to drive cost-business analysis.
Monitor key systems for Upgrade across operational areas including verifications, servicing, virtual agents, and customer support.
Collaborate cross-functionally with operations, product, and customer experience teams to identify and triage issues across domains, translating operational friction into product scoping, user stories, and business requirements (BRDs) for process improvement
Possesses a strong internal drive for Process Improvement, leveraging a natural curiosity to instinctively spot friction points and transform complex workflows into smarter, more scalable processes.

2-3 years of professional experience in business operations, data analytics, product operations, or a systems analyst role.
Financial Services or Fintech background of at least 1 year working within financial services, lending, digital banking, or a similarly regulated fast-paced environment.
Strong understanding and applied use of SQL for deep-dive data analysis.
Experience with Web Analytics or Conversation Analytics tools (e.g., Heap, Full Story, Adobe, Google Analytics, or contact center analytics platforms).

Bachelor's degree in Business Administration, Finance, Management Information Systems (MIS), Economics, Data Analytics, or a related field.
Experience with third-party APIs, solutions integration, and AI middleware.
Familiar with Atlassian products (Jira, Confluence, OpsGenie).
Opportunities for professional growth and development
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.
English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Critical thinking skills to recommend original, AI-driven, and highly productive process optimization ideas.
Practical understanding of AI technologies, prompt engineering, and LLM behavior in a customer service or virtual agent context.

Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Paid parental leave
Health & wellness initiatives
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are seeking a highly motivated AI Process Improvement Analyst to join our high-performing team within the Business Operations Department. Over the past 9 years, Upgrade has grown rapidly and launched several main products

This listing is sourced directly from Upgrade Inc.'s careers page and normalized into a canonical job model.