Manager of Cruise, Operational Excellence

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

Upgrade is seeking an experienced Manager of Cruise, Operational Excellence to drive our Flex Pay cross-functional initiatives, optimize our processes, and ensure seamless collaboration across our diverse teams. The successful candidate will apply analytical skills and business judgment to deliver operational excellence and promote new product innovation and growth. In this high-impact role, you will collaborate with our Cruise Account Managers to manage and streamline our processes for new and evolving products and solution complex business ventures. This position requires a strategic thinker with a strong operational background. This person will take ownership of projects and initiatives, carefully managing business requirements.

The candidate must be able to execute on Upgrade’s unique capabilities to customized payment and marketing solutions. The ideal candidate will be able to build meaningful relationships with key people at varying levels within Upgrade as well as with our merchant business partners.

Preferred locations for this role include: Miami, San Francisco, New York City

What You’ll Do:

• Plan, implement, and manage highly strategic commercial activities and pipeline to short and long term business goals and annual revenue targets

• Manage day-to-day operations for high-profile, strategic cruise accounts including promotions setup, performance health monitoring, merchant and customer support, and ongoing initiative preservation

• Work closely with the teams to lead & attend meetings to monitor, troubleshoot, collaborate to solve issues, and communicate impacts/progress to internal/external stakeholders

• Synthesize data such as performance metrics, credit metrics, and overall feedback to make effective recommendations

• Serve as liaison between the Cruise Commercial business and Legal, Compliance, Fraud, Product, Analytics, Customer Service, and Underwriting/Credit teams, ensuring alignment and collaboration

• Leverage Artificial Intelligence (AI) and automation to optimize business processes, reduce waste, improve quality, and enhance overall efficiency

• Utilize your excellent organizational and time management skills to ensure projects remain on schedule

What We Look For:

• Bachelor’s degree in Business, Finance, Marketing, or a related field

• Certified in project management excellence preferred. Project Management Professional (PMP), Certified Manager of Quality/Organizational Excellence (ASQ CMQ/OE), Certified Operations Manager (COM), Certified Business Operations Professional (CBOP)

• 5-8 years experience in an operational (OpEx) role within a travel, technology, or banking company. Cruise industry experience preferred

• Collaborative; able to build trusting relationships and deliver projects on time

• Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics

• Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks

• Ability to pivot to changing priorities from leadership team or from partners based on business needs

What We Offer You:

• Competitive salary and stock option plan

• Comprehensive benefits package: Medical, dental, vision, life insurance & disability

• Competitive 401(k) program

• Flexible PTO

• Opportunities for professional growth and development

• Paid parental leave

• Health & wellness initiatives

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.