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Job Description
Upgrade is seeking a Senior Vice President of Operations to lead and oversee end-to-end operations, ensuring strategic alignment with business goals and driving excellence across financial products, call center operations, and compliance functions. Reporting to executive leadership, the SVP will play a pivotal role in scaling operations, optimizing processes, and fostering a high-performance culture at Upgrade.
What this role involves:
- Overseeing daily operations, ensuring compliance, efficiency, and excellence.
- Improving fraud prevention, product engagement, repayment strategies, and risk management.
- Managing vendor relationships, ensuring contract fulfillment and regulatory compliance.
- Developing and implementing scalable processes to support growth and customer satisfaction.
- Building, mentoring, and leading high-performing teams.
- Collaborating with leadership to define and execute operational strategies.
- Leading cross-functional teams to drive operational efficiencies and scalability.
- Establishing and monitoring KPIs and OKRs to measure performance.
- Overseeing financial operations, ensuring regulatory adherence.
- Proactively identifying and mitigating operational, financial, and reputational risks.
- Partnering with legal and compliance to stay ahead of regulatory changes.
- Championing customer-centric initiatives, enhancing service through streamlined processes.
- Leveraging data-driven insights to optimize workflows and maximize customer satisfaction and retention.
- Leading efforts to integrate newly acquired businesses into operational frameworks.
Requirements:
- 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 Upgrade offers:
- 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
- Paid parental leave
- Health & wellness initiatives
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