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Upgrade is seeking a Product Manager, Operations to improve the systems, tools, and workflows that power day-to-day operations. 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 customer experience.
In this hands-on role, you'll gather business requirements, translate operational needs into technical specifications, coordinate cross-functional initiatives, and support projects from planning through implementation. You'll help evaluate the impact of these initiatives through data and performance metrics.
Key responsibilities include:
- Partner with Operations stakeholders across customer support, servicing, and verifications to identify inefficiencies 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 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
This is an excellent 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.
REQUIREMENTS:
- 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
