Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards 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 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

Upgrade is seeking a new Oversight Manager to join our team in Phoenix, AZ. The role is responsible for supporting the enhancement and growth of Upgrade’s first line of defense oversight program which includes the Quality Assurance (QA), Quality Control (QC) and Customer Advocacy teams. Reporting to the Oversight Director, this People Leader will engage with a broad range of partners to complete oversight deliverables, projects and initiatives. 

Primary Responsibilities

• Responsible for the development and performance of oversight people leaders
• Assist team members with personnel issues, daily workflow management and productivity measurements
• Equip leaders with tools and resources to strengthen their decision-making and execution skills
• Understand and articulate the lines of business to successfully execute strategy(s) while using sound judgment and mitigating overall risk
• Identify, research and recommend improvements that will drive team member engagement, improve the customer experience and enhance operational controls
• Help leaders and their teams to respond resourcefully to change and ambiguity
• Evolve processes to ensure oversight programs meet current and future company needs 
• Foster an environment of teamwork, approachability and support within and across all departments
• Establish and maintain productive working relationships with key stakeholders by facilitating open and positive lines of communication, regardless of level. 
• Communicate (written and verbal) in a clear and concise manner while actively listening to input from others in all situations.

Minimum Requirements

• Minimum of two (2) years managing people leaders 
• Proven ability to develop people leaders with varying degrees of experience 
• Highly effective communication skills with the ability to communicate to all levels throughout organization using written, verbal and listening skills to build collaborative relationships
• Strong critical thinking and analytical skills
• Entrepreneurial style individual with a strong work ethic who is comfortable in a fast-paced environment with constant change and growth
• Ability to take direction and react with appropriate levels of urgency to situations and events that require quick response or turnaround
• Highly organized with excellent people management skills, attention to detail and the proven ability to multitask under pressure

Benefits & Perks

• Great OPEN office location, located in downtown Phoenix 
• Close to Light Rail and Public Transportation 
• Comprehensive benefits package - medical, dental, vision, life insurance and disability 
• Paid Time Off 
• Kitchen stocked with beverages, snacks and treats

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.