Operations Project Manager

About the Company

Upgrade provides affordable, responsible financial products that help customers move toward stronger financial outcomes. Since 2017, the company has supported more than 7.5 million customers and facilitated over $42 billion in consumer credit. With a focus on improving financial well-being, it develops products intended to put more money in customers’ pockets and support long-term financial progress.

The company is supported by leading technology investors and was most recently valued at $7.3B. It has also received multiple workplace and industry recognitions, including 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.

The organization is seeking people who are energized by building and launching better products and want to contribute to a better financial future for millions of customers.

About the Role

This position is for a Project Manager based in Phoenix to support Call Center Operations during a period of rapid growth and operational improvement. The role sits within a high-performing enablement team and involves managing a portfolio of projects tied to the wider enterprise roadmap. The ideal candidate is a proactive self-starter who can organize complex interdependencies, bring order to undefined goals, and incorporate technology-driven improvements into program delivery.

The role is based in the Phoenix office and follows a hybrid work arrangement.

Key Responsibilities

• Oversee several concurrent project streams within the call center environment, ensuring milestones stay aligned with program timelines and business objectives.
• Lead project delivery in a highly automated setting, including AI tools and virtual agent improvements as part of operational rollouts.
• Partner with operations, product, and transformation teams to identify, resolve, and monitor systemic issues while sharing program status, risks, and progress with internal and external stakeholders.
• Maintain practical governance by balancing meetings with actionable follow-through, including Jira ticket tracking and other execution controls that keep fast-moving initiatives organized.
• Convert broad operational strategies and technology-led process changes into clear project stages, work items, and deliverables.
• Communicate updates, lifecycle status, risks, and mitigation plans to a wide range of stakeholders, including leadership, compliance, legal, and senior executives.

Requirements

• At least 4 years of experience in project or program management, ideally in a high-growth startup, fintech, or fast-paced financial services call center setting.
• Demonstrated ability to manage multiple projects at once, including dependencies and resource constraints across different workstreams.
• Comfort working in a technology-forward environment and incorporating AI tools and automation into everyday project tracking.
• Strong working knowledge of agile delivery methods and issue-tracking systems; Jira experience is required.
• Ability to handle ambiguity, high-volume work, and changing priorities while still creating structure and accountability.
• Positive, adaptable, and self-driven approach suited to a business that continues to launch and scale major products.
• Strong curiosity and willingness to learn operational strategy, process mapping, and customer-facing workflows independently.
• Excellent communication, presentation, interpersonal, and process-mapping abilities.
• English fluency is required because the role involves communication with staff across Upgrade offices worldwide.

Perks and Benefits

• Competitive base pay with stock options.
• Full employer-paid medical, dental, and vision coverage.
• Flexible paid time off.
• Opportunities for professional growth within a rapidly expanding transformation team.
• Paid parental leave.
• Health and wellness programs.

Additional Information

Upgrade is an equal opportunity employer and makes hiring decisions without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The company does not accept unsolicited resumes from staffing agencies, search firms, or third parties. Any resume submitted without a prior written agreement will be treated as company property, and no referral or placement fee will be owed. Agencies must receive advance written approval from the Talent Acquisition department and only submit resumes under a valid, fully executed agreement.

This position requires English language proficiency due to interaction with teams across Upgrade’s global offices.