Product Manager, Operations

The role

You will improve systems, tools, and workflows that power day-to-day operations. You will partner with Operations, Engineering, and Product teams to identify automation opportunities and deliver scalable solutions.

What you will do

• Partner with Operations stakeholders to identify inefficiencies and automation opportunities.
• Gather, document, and translate business requirements into product specifications and user stories.
• Support the planning, prioritization, and execution of operational product initiatives.
• Improve contact center workflows and customer communication channels.
• Collaborate on automation and AI initiatives to optimize agent workflows.
• Work with cross-functional teams to track project progress and manage dependencies.
• Leverage data and analytics to evaluate product performance and business impact.
• Utilize Jira and Confluence.

Required qualifications

• 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.
• Working knowledge of SQL, data analysis, and using insights to drive business decisions.
• Experience with third-party APIs, system integrations, and operational platforms such as Genesys.
• Experience leveraging AI tools (ChatGPT, Claude, Gemini, etc.) to improve productivity, analysis, or workflows.
• Strong analytical, problem-solving, communication, and stakeholder management skills.

Nice to have

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

Benefits

• Competitive salary
• Stock option plan
• Paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

About the company

Upgrade helps customers access affordable and responsible financial products. Since 2017, they have helped over 7.5 million customers access over $42 billion in consumer credit.