Operations Project Manager

Upgrade; Phoenix (AZ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary and stock option plan

100% paid medical, dental, and vision insurance

Flexible PTO

Opportunities for professional growth

Paid parental leave

Health & wellness initiatives

Job summary

Upgrade in Phoenix is seeking a dynamic Project Manager to support its Call Center Operations during an exciting phase of growth. You will oversee multiple projects, ensuring alignment with overall business goals and effectively communicating progress to stakeholders.

The ideal candidate has over 4 years of experience in project management, particularly in high-growth environments. The role offers competitive salary and benefits, including health insurance and flexible PTO.

Qualifications

• 4+ years of project or program management experience.
• Proven ability to track dependencies and resource constraints.
• Proficiency in agile project management frameworks.

Responsibilities

• Manage and oversee multiple project workstreams.
• Coordinate tech-driven operations with AI tools.
• Communicate project updates to stakeholders.

Skills

Project Management

Agile Methodologies

Automation Fluency

Interpersonal Communication

Tools

Jira

Job description

About the Role

We are looking for a dynamic Project Manager in our Phoenix office to support Call Center Operations during an exciting phase of rapid growth and operational optimization. As part of a high-performing enablement team, you will manage a portfolio of projects aligned with our broader enterprise roadmap. We are looking for a self-starter who thrives on managing interdependencies, bringing structure to abstract goals, and naturally weaving technological advancements into program delivery.

What You’ll Do

• Manage Interdependencies & Portfolio Health: Track and oversee multiple parallel project workstreams within the call center domain, ensuring individual project milestones align with overarching program timelines and business goals.
• Coordinate Tech-Driven Operations: Manage project lifecycles within a highly automated environment, ensuring AI tools and virtual agent enhancements are seamlessly accounted for in operational rollouts.
• Cross-Functional Program Alignment: Work closely with operations, product, and transformation teams to monitor, troubleshoot, and solve systemic issues, while communicating program health, risks, and progress to internal and external stakeholders.
• Action-Oriented Execution & Governance: Balance meeting cadences with executable actions and Jira ticket management, establishing lightweight program governance to keep fast-moving initiatives on track without sacrificing agility.
• Synthesize Strategic Vision: Translate high-level operational strategies and tech-forward process updates into clear, executable project components, stages, and tasks.
• Executive-Level Communication: Effectively communicate project and program updates, lifecycle status, risks, and mitigation strategies to a diverse group of stakeholders, ranging from department leadership to compliance, legal, and senior executives.

What We Look For

• 4+ years of project or program management experience required, ideally within a high-growth startup, fintech, or fast-paced financial services call center environment.
• Program & Portfolio Mindset: Proven ability to manage multiple concurrent projects of varying complexity, successfully tracking dependencies and resource constraints across different workstreams.
• Tech & Automation Fluency: Comfortable operating within a tech-forward ecosystem, with the ability to naturally incorporate AI tooling and automated workflow considerations into everyday project tracking.
• Agile & Structure Agility: Proficiency in agile project management frameworks and issue-tracking software; Jira knowledge is required. Able to scale delivery frameworks to enforce accountability while remaining flexible.
• High Volume & Complexity: A highly organized individual who can manage ambiguity and bring structure to dynamic-scope environments with shifting business priorities.
• Solutions-Oriented Mindset: A positive, flexible attitude with the energy and self-motivation to tackle the shifting needs of a business that has launched several major products and continues to scale.
• Deep Operational Curiosity: Willingness to immerse yourself in a "learn-it-yourself" environment to gain an expert-level understanding of internal operational strategy, process mapping, and customer-facing workflows.
• Excellent Communication: Superior interpersonal, written, presentation, and process-mapping skills.

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 within a rapidly expanding transformation team
• Paid parental leave
• Health & wellness initiatives

Equal Opportunity Employer

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.