Product Manager, Operations
Phoenix·Posted today
fintech
<p><span style="color: #000000;"><strong>About the Role:</strong></span></p> <p><span style="color: #000000;">We’re looking for a <strong>Product Manager, Operations</strong> 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.</span></p> <p><span style="color: #000000;">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.</span></p> <p><span style="color: #000000;">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.<br><br><em><strong>This is a hybrid position based in our Phoenix office</strong></em><strong><br><br>What You’ll Do:</strong></span></p> <ul> <li style="color: #000000 !important;"><span style="color: #000000;">Partner with Operations stakeholders across customer support, servicing, and verifications to identify inefficiencies, understand business needs, and uncover opportunities for process improvement and automation.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Gather, document, and translate business requirements into clear product specifications, user stories, and actionable deliverables for Engineering teams.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Support the planning, prioritization, and execution of operational product initiatives, ensuring alignment between business stakeholders and technical teams.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Improve contact center workflows and customer communication channels, including voice, chat, email, and AI-powered customer support solutions.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Collaborate on automation and AI initiatives designed to reduce manual processes, optimize agent workflows, and improve operational efficiency.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Work with cross-functional teams to track project progress, manage dependencies, troubleshoot issues, and ensure successful delivery of product enhancements.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Leverage data and analytics to evaluate product performance, measure business impact, and identify opportunities for continuous improvement.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Utilize product management and operational technologies including Jira and Confluence.</span></li> </ul> <p><span style="color: #000000;"><strong>What We Look For:</strong></span></p> <ul> <li style="color: #000000 !important;"><span style="color: #000000;">2-4 years of Product Management experience, ideally within Financial Services, Fintech, or operational environments.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Experience with Contact Center, Customer Support, or Servicing operations.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Strong ability to gather requirements, write product specifications, and collaborate with Engineering teams to deliver technical solutions.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Working knowledge of SQL, data analysis, and using insights to drive business decisions.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">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.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">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.</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Strong analytical, problem-solving, communication, and stakeholder management skills.</span></li> </ul> <p><span style="color: #000000;"><strong>What We Offer You:</strong></span></p> <ul> <li style="color: #000000 !important;"><span style="color: #000000;">Competitive salary and stock option plan</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Paid coverage of medical, dental and vision insurance</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Flexible PTO</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Opportunities for professional growth and development</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Paid parental leave</span></li> <li style="color: #000000 !important;"><span style="color: #000000;">Health & wellness initiatives</span></li> </ul> <p> </p>