Product Operations Analyst at Upgrade

Phoenix, Arizona, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FintechIndustries

Requirements

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 Skills
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)

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

Skills

Key technologies and capabilities for this role

Root Cause AnalysisSystem MonitoringData AnalysisQuantitative AnalysisTroubleshootingUser StoriesProduct OperationsCustomer SupportThird Party Integrations

Questions & Answers

Common questions about this position

What is the salary for the Product Operations Analyst position?

This information is not specified in the job description.

Is this Product Operations Analyst role remote or does it require office work?

This information is not specified in the job description.

What key skills are required for the Product Operations Analyst role?

Required skills include strong understanding and applied use of SQL, strong passion for delivering customer-centric outcomes, critical thinking skills, ability to synthesize complex data into actionable goals, and ability to discern system, user error, procedural and product-related issues.

What is the company culture like at Upgrade?

Upgrade has built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate, and own the outcome of their efforts. The company has been recognized as a 'Best Place to Work in the Bay Area' three years in a row and for diversity, women, culture, and veterans.

What makes a strong candidate for the Product Operations Analyst position?

Strong candidates will have the required skills like SQL proficiency and critical thinking, plus preferred experience in product management, customer support, loan products, third-party APIs, or Atlassian products, and a passion for customer-centric outcomes.

Upgrade

Provides loans, credit cards, and rewards

About Upgrade

Upgrade offers personal loans, credit cards, and rewards checking accounts to help individuals manage their finances. Their personal loans allow borrowing up to $50,000 with fixed rates and no prepayment penalties, while the Upgrade Card provides cash back rewards on various spending categories. What makes Upgrade different is its focus on affordability and user-friendly features, attracting customers looking for flexible credit solutions. The company's goal is to promote responsible financial behavior and long-term financial health through accessible credit options.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$532.1MTotal Funding

SERIES_FCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees