Specialist, Operations Policy & Procedure at Upgrade | Powderkeg

Location: Phoenix

Employment Type: Full-Time

Team: Operations

Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1300 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.


  • Produce professional quality procedures and desktop reference guidance material that establish standard operating procedure across all operational teams
  • Support change management practices related to the operations policy and procedure program
  • Evolve internal communications on procedure or operational updates currently managed through the Daily Upgrade Op-dates (DUO) process
  • Demonstrated ability to translate high level conceptual information and ideas through to execution in a manner that is thorough and thoughtful to the intended audience
  • Responsible for and coordinate the annual review of Operations Policy and Procedure
  • Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement in the program
  • Serve as a subject matter expert on operational procedure and processes, advising program leadership through sound decision making in many areas


  • Expert proficiency with Google Suite and Microsoft Office applications
  • Financial services industry or Upgrade operations knowledge strongly preferred
  • Formal writing or technical procedure writing experience strongly preferred
  • Bachelor's degree an advantage
  • Ability to thrive in an intense, do-it-yourself, start-up environment that has a fast-pace and ongoing changes with ease and comfort
  • Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround; and ability to switch gears at a moment’s notice
  • Ability to complete a high volume of tasks and projects with little or no guidance on time management and work organization
  • Able to maintain a high level of integrity and discretion in handling confidential information
  • Strong verbal and written communication skills
  • (Internal) Proven track record of meeting and exceeding production and quality expectations

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.

Job Summary
  • Job Title
    Specialist, Operations Policy & Procedure
  • Company
  • Location
    San Francisco, CA
  • Employment Type
    Full time
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