Director, Operations Analytics (Call Center) at Upgrade, Inc. (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ | Hybrid
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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 $21 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 1300 talented and dedicated professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

The Director of Business Analytics & Reporting will be a key leader for Upgrade at the Phoenix Service Center, helping to develop and lead the strategy and execution of the business reporting and analytics program. This is a high-visibility role with direct interaction and partnership with various teams and stakeholders. This role will work closely with multiple business leaders and partners to understand and interpret relevant data to support their day-to-day operations as well as to support strategic initiatives and capabilities. This role will lead a team responsible for connecting the dots between data and performance that helps support the business and drive our growth through a compelling story supported by analytics. The ideal candidate will have experience building out data definitions, and in rolling out and scaling business intelligence and reporting in financial services.

What You’ll Do: 

  • Collaborate across the Phoenix Service Center leadership team to ensure the business analytics & reporting team develops meaningful reporting and insights, and can translate data that helps drive the business operations growth and needs
  • Partner with leaders in advancing the analysis and reporting agenda, focused on insights delivery in areas around operational efficiency, quality enhancements, etc. 
  • Help identify and define operational improvements, strategic opportunities, and other initiatives across the business/operations
  • Partner with leaders across the business to build buy-in and engagement around the established direction and objective of establishing a reporting strategy that balances the need for automation and self-service
  • Develop, define, report, and monitor key management metrics around the health of an operations program
  • Deliver reporting and analytics to help the business operate more effectively, understand what business questions need to be answered and how to unlock the data to get the answers
  • Manage executive level reports and dashboards clearly communicating insights and recommendations
  • Develop a deep understanding of systems and processes in order to extract insights from existing data
  • Develop insights-based presentations from analytics and present to internal stakeholders
  • Develop methods to unlock information held in disparate systems and derive processes to generate lessons learned and better business outcomes
  • Create a single source of truth by partnering with technology to ensure data is aggregated from multiple sources efficiently and accurately
  • Enable confidence in the data by providing actionable insights from the accuracy of the data, fostering opportunities for efficiency gains, and by introducing solutions to scale current operations
  • Drive improved data quality and consistency across all data solutions in the business
  • Maintain a high-performance team and work environment enabling operational objectives and acquisition/retention of people resources 
  • Work effectively as a team member with other members of the leadership team and business partners

What We Look For:

  • 5+ years of relevant experience in building statistical models and translating and communicating insights into actionable business recommendations
  •  A focus on Financial Services/experience supporting banking operations preferred
  • 3+ years of experience leading other people
  • Demonstrated experience in building business intelligence functions at scale, with the ability to anticipate and get in front of potential roadblocks
  • Strong business acumen and application of data and insights to business strategy
  • Competent in the use of data technology to solve complex business problems, and must be willing and able to provide hands-on expertise in the use of multiple Business Intelligence toolsets and database platforms 
  • Advanced skills in Microsoft Excel and PowerPoint
  • Programming ability (SQL at a minimum)
  • Knowledge and experience with various analytical and statistical methodologies
  • Strong quantitative and problem-solving skills
  • Ability to work well cross-functionally and influence across the organization
  • Ability to operate as a consultant with proven ability to manage high profile data insights and reporting initiatives
  • Excellent communication, partnership, and presentation skills

Nice to have:

  • BA / BS in a quantitative field; advanced study a plus

What We Offer You: 

  • Competitive salary and stock option plan
  • 100% paid coverage of medical, dental and vision insurance 
  • Flexible PTO
  • Learning stipend for personal growth and development 
  • Paid parental leave
  • Health & wellness initiatives
Notice to California-based Candidates for Employment. This California Candidate Privacy Notice is intended to provide information about how Upgrade collects and uses personal information to California consumers who apply for employment with Upgrade If you are employed by Upgrade, refer to the Employee Handbook for additional information. For any questions about this notice, please contact [email protected]Personal Information Upgrade Collects:Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information, other information obtained through background checks, including employment, credit, and criminal history. Education Information. Any other information you provide as a part of  recruitment, job application, or interview process. Purposes for Collecting Personal Information:To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To conduct background checks and verify your information if you are offered employment. To provide compensation, including payroll, and  administer stock options and 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 improve recruitment and interview processes and  ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations. 

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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An Insider's view of Upgrade, Inc.

How do you collaborate with other teams in the company?

I'm surrounded by so many smart, humble and passionate people, where I can learn and grow from everyday. With culture where everyone’s voice is valued and heard, this makes for a very collaborative and thriving workplace where you can grow. It is very empowering and it truly feels like we can achieve anything we, as a team, set our minds toward.

Nelson Lobo

Software Engineer

What are some things you learned at the company?

Since I started at Upgrade, I have been exposed to new technologies for test automation, infrastructure and code coverage, to name a few. I had some challenges in making our test framework more efficient and faster. This is another aspect of Upgrade that I love: there are always different projects to work on which means new learning opportunities.

Seti Momayez

QA Developer

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