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Director, Workforce Management
UpgradePhoenixSenior8+ years
Apply 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
The Director of Workforce Management is a newly created senior role on the PSC Operations SVP's leadership team, built to establish dedicated WFM ownership at a critical inflection point. The Director will own end-to-end WFM strategy — forecasting, on/offshore capacity, real-time analytics, and tooling — and must be equally comfortable at the executive table and in the operational weeds, influencing across functions without direct authority.
What You'll Do:
- Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud Operations, and QA/QI — spanning forecasting, capacity planning, RTA, schedule optimization, and technology roadmap
- Lead the transition to a hybrid on/offshore operating model, managing capacity allocation between onshore staff and BPO partner to optimize service levels and cost
- Serve as the enterprise authority on capacity decisions, providing cross-functional neutrality and executive-level visibility into workforce performance and staffing risk
- Define and drive the WFM automation roadmap — queue monitoring, agent skilling, overflow strategy, and system integration — championing the shift from manual to automated, scalable processes
- Partner with PSC Technology, Ops Product, and Analytics to ensure tooling integrations, forecasting models, and dashboards are stable, current, and actionable for leadership
- Present WFM performance data and strategic recommendations to the SVP and senior leadership team
- Lead and develop the WFM team, establishing clear expectations, coaching structures, and a proactive, data-driven culture
- Define clear scope boundaries between WFM and adjacent teams to ensure focused accountability
What We Look For:
- 8+ years in Workforce Management, with 3+ years in a senior leadership role in a multi-channel contact center
- Experience managing hybrid on/offshore WFM models and BPO partner relationships
- Proficiency with WFM platforms including automation, queue management, agent skilling, and system integrations
- Strong analytical skills — SQL, Tableau, DBvisualizer, or equivalent; able to self-service data independently
- Proven cross-functional influencer with a track record of measurable WFM performance improvement (SLA, occupancy, absence, cost)
- Executive presence and communication skills; experience building or significantly maturing a WFM function
Nice to Have:
- Bachelor's degree in Business, Operations, Data Analytics, or equivalent experience
- Background in fintech, financial services, or a high-growth startup environment
- Experience leading WFM through a contact center model transition (single-site to multi-site or onshore to hybrid BPO)
What We Offer You:
- 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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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.