Upgrade, Inc.
Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, weve 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. Were backed by some of the most prominent technology investors and were most recently valued at $6.3B.
Were consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the Worlds Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, Americas Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.
Were 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
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. Interested in building your career at Upgrade? Get future opportunities sent straight to your email. Voluntary Self-Identification
Upgrade is dedicated to building a diverse team and an inclusive culture. We believe that its crucial to Upgrades long-term success to create an environment where all employees feel like they belong and have an equal opportunity to succeed. We are asking candidates to voluntarily self-identify through a few demographic questions. Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play a role in our hiring decision. Your decision to participate is voluntary and will have no impact on your candidacy at Upgrade. How you do you identify? (Gender identity) Select... Do you identify as LGBTQ+? Select... How do you identify? (Ethnicity) Select... What is your veteran status? Select... What is your disability status? Select... Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. If you want to learn more about the law or this form, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. How do you know if you have a disability? A disability is a condition that substantially limits one or more of your major life activities. If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinsons disease, multiple sclerosis (MS) Neurodivergence, for example, ADHD, autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury
Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. #J-18808-Ljbffr
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
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. Interested in building your career at Upgrade? Get future opportunities sent straight to your email. Voluntary Self-Identification
Upgrade is dedicated to building a diverse team and an inclusive culture. We believe that its crucial to Upgrades long-term success to create an environment where all employees feel like they belong and have an equal opportunity to succeed. We are asking candidates to voluntarily self-identify through a few demographic questions. Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play a role in our hiring decision. Your decision to participate is voluntary and will have no impact on your candidacy at Upgrade. How you do you identify? (Gender identity) Select... Do you identify as LGBTQ+? Select... How do you identify? (Ethnicity) Select... What is your veteran status? Select... What is your disability status? Select... Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. If you want to learn more about the law or this form, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. How do you know if you have a disability? A disability is a condition that substantially limits one or more of your major life activities. If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinsons disease, multiple sclerosis (MS) Neurodivergence, for example, ADHD, autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury
Disability Status Select... PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. #J-18808-Ljbffr