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Product Operations Analyst, Investor Group

Health insurance
Retirement benefits
Paid time off
Stock options
Mental health wellbeing support
Parental leave
This job offer is closed.
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Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

We are looking for a data-driven and analytical individual to partner with our product management and business teams to solve complex operational problems and help scale a rapidly growing platform. This person will learn processes, work to improve them and bring solutions for prioritization to product management. This person will also be the central point of contact for issue management on the platform and will use data to help make decisions and solve problems.   

This position reports to the Head of Investor Operations and is based in San Francisco but open to remote for the right candidate.

Responsibilities:

  • Collaborate with the business teams to track and categorize customer escalation pain points from various sources
  • Own and refine procedures and workflows to support product feature requests and reporting requirements
  • Establish, drive and continuously improve processes that ensure our customers and customer-facing teams are informed of and well-prepared for product-driven changes
  • Develop robust product documentation for how things work and allow internal stakeholders to self-serve
  • Focus on data to measure KPIs to ensure we are making the right decisions

Skills:

  • 2+ years of experience at a consumer fintech company or experience in operations strategy, product operations, program or project management, investment banking, consulting, data analytics or similar analytical roles that worked closely with product and engineering teams
  • Excellent communication and presentation skills; a track record of successful engagement of both internal and external stakeholders
  • Beginner to intermediate SQL, must be open to learning or comfortable with writing SQL queries to gather data 
  • Experience in synthesizing data from multiple data sources to inform and support critical decisions
  • Bonus for experience building dashboards using visualization tools such as Tableau
Benefits/Perks

- Competitive salary and stock option plan 
- 100% paid coverage of medical, dental and vision insurance
- 401K match
- Unlimited vacation
- Hybrid workplace
- Learning stipend for personal growth and development
- Paid parental leave
- Health & wellness initiatives


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

California Employee Privacy Notice
Effective Date: 1/1/2020
Notice to Applicants for Employment, Employees, and Contractors:
This California Employee Privacy Notice is intended to provide California consumers who are employed or apply for employment or a contractor position with Upgrade information about the categories of personal information Upgrade collects and how the company uses this information. For any questions about this notice, please contact [email protected].

Personal Information Upgrade Collects:
Identifying information: including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Information you provide as a part of a job application or from a background check performed after a job offered is extended, including employment, education, credit, and criminal history. Data on work productivity and performance, including hours worked, electronic network activity, and tasks performed. 

Purposes for Collecting Personal Information:
To consider applications for employment. To complete payments, including payroll, expense reimbursement, other compensation-related payments, and the administration of stock options. To administer benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations. 
Questions & answers for this position
  • What is the type of contract for this position?
    The contract for this position is a Full-time contract
  • Is telecommuting possible for this position?
    No, telecommuting is not possible for this position
About Upgrade
Check your rate for a fixed-rate personal loan and borrow up to $50,000. Or get started with Upgrade Card in just minutes. Check out Rewards Checking with cash back rewards and more. We're here to help you build the future you want.
Website
Industry
Banking, Credit
Founded
2016
Size
251-1K employees

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