Product Manager, Operations at Upgrade · LumiJobs

Responsibilities

We’re looking for a Product Manager, Operations to help improve the systems, tools, and workflows that power Upgrade’s day-to-day operations. In this role, you’ll partner closely with Operations, Engineering, and Product teams to identify opportunities for automation, streamline internal processes, and deliver scalable solutions that improve efficiency and the customer experience.
You'll play a hands-on role in gathering business requirements, translating operational needs into technical specifications, coordinating cross-functional initiatives, and supporting projects from planning through implementation. You'll also help evaluate the impact of these initiatives through data and performance metrics.
This is a great opportunity for an analytical, technically curious Product Manager who enjoys solving complex problems, working with diverse stakeholders, and leveraging emerging technologies to drive meaningful business improvements.
This is a hybrid position based in our Phoenix office
Partner with Operations stakeholders across customer support, servicing, and verifications to identify inefficiencies, understand business needs, and uncover opportunities for process improvement and automation.
Gather, document, and translate business requirements into clear product specifications, user stories, and actionable deliverables for Engineering teams.
Support the planning, prioritization, and execution of operational product initiatives, ensuring alignment between business stakeholders and technical teams.
Improve contact center workflows and customer communication channels, including voice, chat, email, and AI-powered customer support solutions.
Collaborate on automation and AI initiatives designed to reduce manual processes, optimize agent workflows, and improve operational efficiency.
Work with cross-functional teams to track project progress, manage dependencies, troubleshoot issues, and ensure successful delivery of product enhancements.
Leverage data and analytics to evaluate product performance, measure business impact, and identify opportunities for continuous improvement.
Utilize product management and operational technologies including Jira and Confluence.

Product Manager, Operations

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Upgrade

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