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About the Role
We are seeking a Product Manager, Operations to enhance the systems, tools, and workflows that support Upgrade’s daily operations. You will collaborate with Operations, Engineering, and Product teams to find automation opportunities, streamline internal processes, and implement scalable solutions that boost efficiency and customer satisfaction. This role involves gathering business requirements, converting operational needs into technical specifications, coordinating cross-functional projects, and supporting initiatives from planning to implementation, while also assessing their impact through data and metrics. This is an ideal position for an analytical and technically inclined Product Manager who excels at solving complex challenges, engaging with diverse stakeholders, and utilizing emerging technologies for significant business improvements.
Responsibilities
- Partner with Operations stakeholders across customer support, servicing, and verifications to identify inefficiencies, understand business needs, 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 the 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.
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.
Skills
- Product Management
- Operations
- Financial Services
- Fintech
- Contact Center Operations
- Customer Support Operations
- Servicing Operations
- Requirements Gathering
- Product Specifications
- Engineering Collaboration
- SQL
- Data Analysis
- Third-party APIs
- System Integrations
- Genesys
- Enterprise Data Warehouses
- Sumo Logic
- SendGrid
- Heap
- AI Tools
- ChatGPT
- Claude
- Gemini
- Conversational AI
- Sierra
- Analytical Skills
- Problem-Solving
- Communication Skills
- Stakeholder Management
- Jira
- Confluence
Location
- Phoenix
Work Type
- Hybrid
Experience Level
- 2-4 years
Benefits
- Competitive salary and stock option plan
- Paid coverage of medical, dental and vision insurance
- Flexible PTO
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives