Product Manager, Operations

Upgrade•Phoenix, AZ

2d•Hybrid

About The Position

The Product Manager, Operations will improve the systems, tools, and workflows that support Upgrade’s day-to-day operations. Working closely with Operations, Engineering, and Product teams, this role identifies opportunities for automation, streamlines internal processes, and delivers scalable solutions that improve efficiency and the customer experience. The role involves gathering business requirements, translating operational needs into technical specifications, coordinating cross-functional initiatives, and supporting projects from planning through implementation. It also evaluates the impact of initiatives using data and performance metrics. The position is hybrid and based in Upgrade’s Phoenix office.

Requirements

2–4 years of Product Management experience.
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.
Strong analytical, problem-solving, communication, and stakeholder management skills.

Nice To Haves

Product Management experience in Financial Services, Fintech, or operational environments.
Familiarity with Enterprise Data Warehouses, Sumo Logic, SendGrid, or Heap.
Experience leveraging AI tools such as ChatGPT, Claude, or Gemini to improve productivity, analysis, or workflows.
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 opportunities for process improvement and automation.
Gather and document business requirements, translating them 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 ensure successful delivery of product enhancements.
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.