Operations Analytics Supervisor @ Upgrade

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 two years in a row. We have delivered over $25 billion in affordable and responsible credit to our 2.7M customers. 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 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people’s lives.

About the Role:

This key role will leverage both quantitative and qualitative skills to increase the organizational value of the Phoenix Service Center by influencing and improving our Customer Care Professional Performance program. Partnering with the operational leaders to create and design/develop performance measurement KPIs and build out the associated dashboards and scorecards will be key to gaining momentum within this role. You will work in areas like business impact analytics, call center analytics and customer experience analytics. To be successful in this role you must be detail-oriented, creative, innovative, consultative, willing to learn and grow, and enjoy a fast-paced environment. You will benefit from having a talent for “telling the story” with data, keeping the user experience in mind, as well as exposure to relational database utilization and data wrangling techniques.

What You’ll Do:

Function as a program owner, people leader, individual contributor and subject matter expert for the Operations Scorecard program
Collect, analyze and interpret large data sets from various sources to answer high-impact business questions and identify patterns, trends, and insights
Develop and lead a high performing team of Data Analysts dedicated to creating valuable insights and solutions for our stakeholders
Manage multiple projects, prioritize tasks, meet deadlines and drive successful completion of analytics work while maintaining a high level of accuracy
Evaluate business requirements and make recommendations for additional or improved solutions in order to transform business requests into data deliverables
Identify opportunities to improve operational effectiveness and improve efficiencies
Partnering with operations leaders, develop and support the roll-out of business KPIs and associated Tableau dashboards that simplify decision making and ensure operational success
Pay attention to small details, identify errors, and maintain high levels of accuracy when working with data
Stay up-to-date with industry trends and emerging technologies, and seek out opportunities to develop new skills

What We Look For:

Bachelor’s degree in data analytics, mathematics, statistics, computer science or related field or equivalent experience. Master’s degree preferred
Minimum 4+ years proven experience in data analysis and visualization, including business requirements gathering
Minimum 1+ years of people leadership experience, including hiring, developing and managing high performing teams
Expert knowledge of SQL and data query/mining techniques
Expert knowledge of Python

What We Offer You:

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

#BI-Hybrid #LI-Hybrid

For California residents: Upgrade’s CaliforniaNotice 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.

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