Operations Project Manager

Operations Project Manager

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we've helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We're backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We're consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World's Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America's Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We're looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role

We are looking for a dynamic Project Manager in our Phoenix office to support Call Center Operations during an exciting phase of rapid growth and operational optimization. As part of a high-performing enablement team, you will manage a portfolio of projects aligned with our broader enterprise roadmap. We are looking for a self-starter who thrives on managing interdependencies, bringing structure to abstract goals, and naturally weaving technological advancements into program delivery.

This role is based in our Phoenix office and follows a hybrid work schedule.

What You'll Do

• Manage Interdependencies & Portfolio Health: Track and oversee multiple parallel project workstreams within the call center domain, ensuring individual project milestones align with overarching program timelines and business goals.
• Coordinate Tech-Driven Operations: Manage project lifecycles within a highly automated environment, ensuring AI tools and virtual agent enhancements are seamlessly accounted for in operational rollouts.
• Cross-Functional Program Alignment: Work closely with operations, product, and transformation teams to monitor, troubleshoot, and solve systemic issues, while communicating program health, risks, and progress to internal and external stakeholders.
• Action-Oriented Execution & Governance: Balance meeting cadences with executable actions and Jira ticket management, establishing lightweight program governance to keep fast-moving initiatives on track without sacrificing agility.
• Synthesize Strategic Vision: Translate high-level operational strategies and tech-forward process updates into clear, executable project components, stages, and tasks.
• Executive-Level Communication: Effectively communicate project and program updates, lifecycle status, risks, and mitigation strategies to a diverse group of stakeholders, ranging from department leadership to compliance, legal, and senior executives.

What We Look For

• 4+ years of project or program management experience required, ideally within a high-growth startup, fintech, or fast-paced financial services call center environment.
• Program & Portfolio Mindset: Proven ability to manage multiple concurrent projects of varying complexity, successfully tracking dependencies and resource constraints across different workstreams.
• Tech & Automation Fluency: Comfortable operating within a tech-forward ecosystem, with the ability to naturally incorporate AI tooling and automated workflow considerations into everyday project tracking.
• Agile & Structure Agility: Proficiency in agile project management frameworks and issue-tracking software; Jira knowledge is required. Able to scale delivery frameworks to enforce accountability while remaining flexible.
• High Volume & Complexity: A highly organized individual who can manage ambiguity and bring structure to dynamic-scope environments with shifting business priorities.
• Solutions-Oriented Mindset: A positive, flexible attitude with the energy and self-motivation to tackle the shifting needs of a business that has launched several major products and continues to scale.
• Deep Operational Curiosity: Willingness to immerse yourself in a "learn-it-yourself" environment to gain an expert-level understanding of internal operational strategy, process mapping, and customer-facing workflows.
• Excellent Communication: Superior interpersonal, written, presentation, and process-mapping skills.

What We Offer You

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental, and vision insurance
• Flexible PTO
• Opportunities for professional growth and development within a rapidly expanding transformation team
• Paid parental leave
• Health & wellness initiatives

Environmental & Working Conditions

• Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.
• Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.
• The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.
• Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.
• Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.
• Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.