Product Operations Analyst, Mid-Level

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Job Summary:

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. The Product Operations Analyst will be responsible for identifying issues, monitoring key systems, and collaborating with teams to enhance product delivery and customer experience.

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

Qualifications:

Required:

• Strong understanding and applied use of SQL

• 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:

• 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, Ops Genie)

Company:

Upgrade is a fintech unicorn founded in 2017. Founded in 2016, the company is headquartered in San Francisco, California, USA, with a team of  employees. The company is currently Late Stage. Upgrade, Inc. has a track record of offering H1B sponsor ships.

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Job function
  
  Product Management
• Industries Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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