Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $25 billion in affordable and responsible credit to our 2.7M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.
We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.
Upgrade has been named a "Best Place to Work in the Bay Area" three years in a row, "Top Companies to work for in Arizona" and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition 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 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.
About the Role:
We are looking for a Learning and Development Supervisor to oversee and execute training and development in our Phoenix Call Center. This role involves designing, implementing, and evaluating training programs to ensure that team members acquire the necessary skills and knowledge to perform their roles effectively. The Training Supervisor will also provide ongoing coaching and support to employees to help them improve their performance. This role will be on-site full time in our downtown Phoenix location.
What You'll Do:

• Develop and implement training programs for new and existing team members
• Conduct training sessions on topics such as customer service, product knowledge, and communication skills
• Evaluate training effectiveness and make improvements as needed
• Provide ongoing coaching and support to training specialists to help them improve their performance
• Monitor performance and provide feedback to individuals and teams
• Partner with business leaders to identify skill gaps and develop targeted learning programs.
• Maintain training records and prepare reports on training activities and outcomes
• Stay informed about industry trends and best practices in call center training and development
• Design, develop, and deliver engaging learning content in various formats (e.g., instructor-led training, eLearning modules, workshops).
• Manage and curate learning content within the Learning Management System (LMS).
• Support the Learning and Development Director with administrative tasks and project management.

What We Look For:

• Bachelor's degree in a relevant field or equivalent work experience
• 5 years of experience in learning and development
• 3 years of experience managing direct reports
• Previous experience in operations learning and development or a related field
• Strong communication and interpersonal skills
• Excellent organizational and time management skills
• Ability to work autonomously in a fast-paced environment
• Knowledge of training methodologies and best practices
• Experience with learning management systems (LMS)
• Certification in training or instructional design preferred
• Knowledge of customer support operations and technologies preferred

What We Offer You:

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• 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.