Upgrade, Inc. · 5 months ago
Product Operations Analyst
Phoenix
Full-time
Onsite
Mid LevelUpgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. The Product Operations Analyst will act as a key link between operations, product, and customer experience teams, investigating customer pain points, monitoring system performance, and driving improvements across the internal platform.
BankingCreditFinancial ServicesFinTechMobile
Responsibilities
Identifying root cause of issues and customer pain points through our platform’s core services
Monitor key systems for Upgrade across operational areas including verifications, servicing, and customer support
Gather anecdotal and quantitative data across Upgrade’s proprietary back-end tools and third party system integrations
Work closely with the operations and product teams to identify, troubleshoot and route issues across different product domains
Collaborate with customer experience teams to understand and create user stories to provide work scopes and feedback to product teams
Act as the operational subject matter expert for Upgrade’s proprietary back-end tools
Responsible for incident management and escalation of issues related to our internal platform
Communicate in person with customer-facing teams regarding improvement opportunities and incident response
Qualification
Required
Strong understanding and applied use of SQL
Strong passion for delivering customer-centric outcomes
Critical thinking skills to recommend original and productive ideas
Ability to synthesize complex data into actionable goals
Ability to discern system, user error, procedural and product-related issues
Ability to field product related questions across Operations
Ability to learn data and system tools for troubleshooting
Preferred
Product management experience
Experience working in a customer support center or similar domain experience
Experience working with loan products
Experience with third party APIs & solutions integration
Familiar with Atlassian products (Jira, Confluence, OpsGenie)
Benefits
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Competitive 401(k) and RRSP program
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives
Company
Upgrade, Inc.
Upgrade helps customers move in the right direction with affordable and responsible financial products.
Founded in 2016
1001-5000 employees
H1B Sponsorship
Upgrade, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (52)
2024 (34)
2023 (31)
2022 (25)
2021 (22)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$752MKey Investors
Neuberger BermanKoch Disruptive TechnologiesMouro Capital
2025-10-16Series G· $165M
2021-11-16Series F· $280M
2021-08-11Series E· $105M
Leadership Team
Renaud Laplanche
Co-founder & CEO
Adelina Grozdanova
Co-Founder, Head of Investor Group
Recent News
Daily Star Egypt
2025-12-04
2025-12-03
2025-10-31
Company data provided by crunchbase