Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America. We have delivered over $24 billion in affordable and responsible credit over the last 5 years. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B. We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts. Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition 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 1600 talented and dedicated professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.
What You'll Do:
Develop new comprehensive procedures for the Home Improvement team and improve upon existing ones.
Create, maintain, and monitor performance reports for the department while keeping stakeholders well-informed about the state of our operations.
Create and maintain scorecards for the roles within the department with the intention of maximizing performance and rewarding top performers.
Build out a robust training program to decrease onboarding time, improve team member effectiveness, and increase the confidence of new hires.
Forecast department goals and needs. These should be around performance metrics and staffing.
Find ways to optimize the department to work more efficiently and anticipate our customers' needs.
Help introduce new communication verticals through live chat and SMS.
Categorize and improve our contact strategy. How and when should we communicate with our customers to drive department goals/initiatives.
Work closely and develop productive relationships with our business partners across the greater Home Improvement and Operations groups.
What We Look For:
Ability to solve problems, make decisions, and deal with complex and sensitive issues
Ability to manage multiple projects and thrive in a dynamic and fast-paced environment
High-energy, positive team player that works well with others
Proven track record as a leader of high-performing teams
Excellent process and project management skills with strong attention to detail
Excellent verbal and written communication skills; ability to work effectively with a wide range of people
Proficient with Google or Microsoft suite of products (i.e. Excel, Word, and PowerPoint)
5+ years of management experience for a consumer credit or unsecured loan portfolio and experience in Home Improvement is a plus
Minimum 3 years in a supervisory capacity, preferably in a lending/banking or financial services environment
BA/BS or higher in a related field required
What We Offer You:
Great open office space
Paid time off (PTO)
401K matching
Comprehensive benefits package: Medical, dental, vision, life insurance & disability
Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
Paid parking or platinum pass
New Hire Training Program
Wellness Incentive Program
Kitchen fully stocked with snacks and beverages
COVID-19:
Our office space exceeds OSHA and CDC guidelines for workspaces amidst COVID-19. This is an in office job and work from home is not regularly offered.
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.
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