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Upgrade is seeking a Product Manager, Operations to drive improvements across internal systems, tools, and workflows that support day-to-day operations. You will partner closely with Operations, Engineering, and Product teams to identify automation opportunities, streamline processes, and deliver scalable solutions that enhance efficiency and customer experience.
In this hands-on role, you will gather business requirements from Operations stakeholders across customer support, servicing, and verifications teams, then translate those needs into clear product specifications and user stories for Engineering. You'll support the full lifecycle of operational product initiatives—from planning and prioritization through execution—ensuring alignment between business stakeholders and technical teams.
Key responsibilities include improving contact center workflows and customer communication channels (voice, chat, email, and AI-powered support), collaborating on automation and AI initiatives to reduce manual processes and optimize agent workflows, and tracking project progress while managing cross-functional dependencies. You will leverage data and analytics to evaluate product performance, measure business impact, and identify continuous improvement opportunities. You'll work with tools including Jira, Confluence, and operational platforms.
This is a hybrid role based in the Phoenix office, offering the opportunity to solve complex operational problems while working with diverse stakeholders and emerging technologies.
Requirements:
- 2–4 years of Product Management experience, ideally in 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
- 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
- Strong analytical, problem-solving, communication, and stakeholder management skills
Preferred qualifications:
- Familiarity with Enterprise Data Warehouses, Sumo Logic, SendGrid, or Heap
- Experience leveraging AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity, analysis, or workflows
- Exposure to conversational AI platforms such as Sierra
