Senior Vice President, Operations

at Upgrade

Phoenix, United States

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $6.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

As the Senior Vice President of Operations, you will lead and oversee the end-to-end operations, ensuring strategic alignment with business goals and driving excellence across our financial products, call center operations, and compliance functions. Reporting to executive leadership, you will play a pivotal role in scaling operations, optimizing processes, and fostering a high-performance culture.

What You'll Do:

Oversee daily operations, ensuring compliance, efficiency, and excellence.
Improve fraud prevention, product engagement, repayment strategies, and risk management.
Manage vendor relationships, ensuring contract fulfillment and regulatory compliance.
Develop and implement scalable processes to support growth and customer satisfaction.
Build, mentor, and lead high-performing teams, fostering collaboration, accountability, and continuous improvement.
Support workforce planning, scaling operations to meet growth while maintaining high standards.
Collaborate with leadership to define and execute operational strategies aligned with business goals.
Lead cross-functional teams to drive operational efficiencies and scalability.
Establish and monitor KPIs and OKRs to measure performance and ensure continuous improvement.
Oversee financial operations, ensuring regulatory adherence.
Proactively identify and mitigate operational, financial, and reputational risks.
Partner with legal and compliance to stay ahead of regulatory changes and implement process updates.
Champion customer-centric initiatives, enhancing service through streamlined processes.
Leverage data-driven insights to optimize workflows and maximize customer satisfaction and retention.
Work closely with Product, Technology, Finance, and HR to align operational capabilities with business objectives.
Lead efforts to integrate newly acquired businesses into operational frameworks.

What We Look For:

10+ years of experience in operational leadership roles within fintech, financial services, or consumer tech industries.
Bachelor's degree required; MBA or advanced degree preferred.
Proven experience in scaling high-growth operations, preferably in credit card, mortgage, or call center environments.
Strong understanding of call center processes, loan processing, collections, and regulatory compliance.
Exceptional leadership skills with a track record of building and managing large, geographically dispersed teams.
Strong analytical mindset with proficiency in leveraging data to drive operational decisions.
Experience in vendor management, contract negotiations, and third-party oversight.
Excellent communication and stakeholder management skills, with the ability to influence at the executive level.

What We Offer You:

Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Competitive 401(k) and RRSP program
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives

#BI-Hybrid #LI-Hybrid

For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.