Product Manager, Operations

Upgrade•Phoenix, AZ

1d•Hybrid

About The Position

Upgrade is seeking a Product Manager, Operations to improve the systems, tools, and workflows that support day-to-day operations. The role partners with Operations, Engineering, and Product teams to identify automation opportunities, streamline internal processes, and deliver scalable solutions that improve efficiency and the customer experience. Responsibilities include gathering business requirements, translating operational needs into technical specifications, coordinating cross-functional initiatives, supporting projects from planning through implementation, and evaluating outcomes using data and performance metrics. This is a hybrid position based in Upgrade’s Phoenix office.

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.
Ability to gather requirements, write product specifications, and collaborate with Engineering teams to deliver technical solutions.
Working knowledge of SQL and data analysis, and ability to use insights to drive business decisions.
Experience with third-party APIs, system integrations, and operational platforms such as Genesys.
Experience leveraging AI tools such as ChatGPT, Claude, or Gemini to improve productivity, analysis, or workflows.
Strong analytical, problem-solving, communication, and stakeholder management skills.

Nice To Haves

Familiarity with Enterprise Data Warehouses, Sumo Logic, SendGrid, or Heap.
Exposure to conversational AI platforms such as Sierra.

Responsibilities

Partner with Operations stakeholders across customer support, servicing, and verifications to identify inefficiencies, understand business needs, and find process improvement and automation opportunities.
Gather, document, and translate business requirements into product specifications, user stories, and actionable deliverables for Engineering teams.
Support the planning, prioritization, and execution of operational product initiatives, aligning 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 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 deliver product enhancements successfully.
Use data and analytics to evaluate product performance, measure business impact, and identify opportunities for continuous improvement.
Use product management and operational technologies, including Jira and Confluence.