Senior Consumer Ops Systems & AI Lead

SupportFinity™; Washington; Hybrid; USD 130,000 - 150,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Equity (ISOs)

401(k) program

Flexible work environment

Unlimited PTO

Job summary

Upside is seeking a Senior Consumer Operations Systems Manager to design, optimize, and scale our consumer operations technology stack. You will own key systems and integrations, partnering with Product and Engineering to deliver AI-enabled solutions that reduce OpEx and improve agent efficiency.

The role requires strong technical depth, experience with VOC reporting, and the ability to translate operational pain points into scalable technical solutions in a hybrid US-based office setup.

Qualifications

• 8+ years in a fast-paced, high-growth environment (fintech or similar regulated industry preferred).
• Strong technical background with hands-on experience in SQL/MySQL and Python/JavaScript.
• Experience building operational reporting and dashboards to support VOC or customer experience initiatives.
• Experience with analytics platforms like Snowflake, Hex, Looker, or similar tools.
• Experience with AI/LLM-based systems: model integration, orchestration, AI-assisted workflows, and evaluation of model performance.
• Experience designing and supporting complex system integrations.
• Proven ability to work cross-functionally with Product, Engineering, and Operations.

Responsibilities

• Own VOC reporting & insights across Consumer Operations channels.
• Build scalable, automated reports and dashboards for customer sentiment and issues.
• Partner with Ops, Product, Marketing to make VOC insights actionable.
• Own operational effectiveness of core systems (Zendesk, Retool, Slack integrations).
• Lead AI/automation initiatives; pilot and scale AI-enabled solutions.
• Ensure AI implementations meet accuracy, security, and regulatory standards.

Skills

SQL/MySQL

Python/JavaScript

VOC reporting

Snowflake/Hex/Looker

AI & LLM integration

System integrations

Cross-functional collaboration

Tools

Zendesk

Retool

Slack integrations

Job description

Upside is seeking a Senior Consumer Operations Systems Manager to design, optimize, and scale our consumer operations technology stack. You will own key systems and integrations, partnering with Product and Engineering to deliver AI-enabled solutions that reduce OpEx and improve agent efficiency.

The role requires strong technical depth, experience with VOC reporting, and the ability to translate operational pain points into scalable technical solutions in a hybrid US-based office setup.