AI Process Improvement Specialist (Hybrid) – Fintech Ops

Upgrade, Inc.; Phoenix (AZ); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary and stock option

100% paid medical, dental and vision

Flexible PTO

Opportunities for professional growth

Paid parental leave

Health & wellness initiatives

Job summary

Upgrade, Inc. is seeking an AI Process Improvement Analyst to join our Business Operations team in Phoenix on a hybrid basis. You will define, execute, and manage transformed processes using AI tooling, automation, and procedural changes.

Collaborate with operations, product, and customer experience teams to turn friction into scalable solutions. The role emphasizes prompt engineering, data analysis, and cross-functional collaboration to optimize risk, cost, and service quality within a

Qualifications

• 2–3 years of professional experience in business operations, data analytics, product operations, or systems analyst role.
• Fintech or financial services background of at least 1 year in a regulated environment.
• Strong critical thinking to propose AI-driven process improvements.
• Practical understanding of AI technologies, prompt engineering, and LLM behavior in customer contexts.
• Strong internal drive for process improvement and ability to spot friction in workflows.
• Ability to synthesize complex data into actionable business cases.

Responsibilities

• Identify root causes of issues, bottlenecks, and customer pain points across core services and contact channels.
• Leverage AI prompt engineering and workflow automation to design and test virtual agent workflows and automated processes.
• Gather and analyze data from backend tools, contact center platforms, and integrations to drive cost-benefit analysis.
• Monitor key systems across verifications, servicing, virtual agents, and customer support.
• Collaborate cross-functionally to translate friction into product scope, BRDs, and requirements.
• Own incident management and escalation for internal platform and automated systems.
• Communicate improvements and AI feedback loops with customer-facing teams.

Skills

SQL

AI/prompt engineering

Data analytics

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration, Finance, MIS, Economics, Data Analytics

Tools

Heap

Full Story

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Job description

Upgrade, Inc. is seeking an AI Process Improvement Analyst to join our Business Operations team in Phoenix on a hybrid basis. You will define, execute, and manage transformed processes using AI tooling, automation, and procedural changes.

Collaborate with operations, product, and customer experience teams to turn friction into scalable solutions. The role emphasizes prompt engineering, data analysis, and cross-functional collaboration to optimize risk, cost, and service quality within a