Senior Manager of Consumer Operations Systems

UpsideAustin

On-site Full-time $130K/yr - $150K/yr

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Experience Level

Senior

Qualifications

Qualifications:Proven experience in systems management and operational effectiveness. Strong understanding of AI technologies and their application in improving customer experience. Excellent analytical skills with the ability to interpret data and translate it into actionable insights. Experience working collaboratively with cross-functional teams. Strong communication and interpersonal skills.

About the job

About Upside:

At Upside, we are revolutionizing traditional commerce with innovative technology that blends the advantages of online retail, such as profit measurement, attribution, and incrementality, to deliver exceptional value to our users on daily purchases. Our platform has empowered millions of customers to earn 2 to 3 times more cashback compared to other services, while also enabling numerous brick-and-mortar businesses to gain profitable customers. With billions of dollars flowing through the Upside platform annually, we ensure that this value benefits our retail partners, the consumers they cater to, and vital sustainability initiatives.

Position Overview

As the Senior Systems Manager, you will play a pivotal role in designing, optimizing, and evolving our Consumer Operations technology stack. You will be the technical lead for essential operational systems and integrations, driving the identification, development, and scaling of AI-driven solutions that enhance customer experience and significantly lower operational costs.

This position allows for high autonomy and requires close collaboration with Product and Engineering teams while maintaining a strong presence in Consumer Operations. To succeed, you must possess deep technical knowledge, a systems-oriented mindset, and the capability to translate operational challenges into scalable technical solutions.

Key Responsibilities

Voice of the Customer (VOC) Insights:

Lead the development and maintenance of reporting that highlights VOC insights across Consumer Operations channels.
Create scalable, automated reports and dashboards that showcase customer sentiment, ongoing issues, friction points, and trends in customer experience.
Collaborate with Consumer Operations, Product, and Marketing teams to ensure VOC insights are actionable and consistently integrated into strategic decision-making.
Leverage data to link customer feedback with operational drivers and areas for improvement.

Systems Management & Integration:

Oversee the operational effectiveness of critical Consumer Operations systems, including Zendesk, Retool, Slack integrations, and related tools.
Ensure systems are reliable, scalable, well-integrated, and optimized for both frontline and back-office teams.
Serve as the technical liaison for system-related issues and enhancements.

About Upside

Upside is at the forefront of transforming brick-and-mortar commerce through advanced technology, creating significant value for consumers and businesses alike.

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