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Culture Leader - Director, HRBP



People & HR
Phoenix, AZ, USA
Posted on Tuesday, August 15, 2023

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. We have delivered over $21 billion in affordable and responsible credit over the last 5 years. 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 1500 talented and dedicated professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

As the HRBP Director, Employee Relations, you will play a pivotal role in fostering a positive and productive work environment within our large call center. You will lead a team of employee relations professionals and collaborate closely with cross-functional stakeholders to address employee concerns, manage conflict, and ensure compliance with company policies and legal regulations. Your strategic mindset and expertise in employee relations will drive initiatives that enhance employee engagement, satisfaction, and retention.

What You’ll Do:

  • Leadership: Lead, mentor, and develop a team of employee relations specialists, fostering their professional growth and ensuring consistent and effective support to the call center operations.
  • Employee Relations Strategy: Develop and implement a comprehensive employee relations strategy that aligns with the company's values and goals. Proactively identify potential issues and develop strategies to mitigate risks while fostering a positive workplace culture.
  • Conflict Resolution: Provide expert guidance and support in resolving complex employee relations issues, including but not limited to, disputes, performance concerns, grievances, and behavioral issues. Collaborate with managers to facilitate fair and timely resolution.
  • Policy Development and Compliance: Collaborate with legal and HR teams to review, update, and develop employee relations policies and procedures. Ensure that all employee relations practices align with legal requirements and company standards.
  • Employee Engagement: Drive initiatives to enhance employee engagement and satisfaction within the call center. Partner with leadership to develop and execute strategies that promote a collaborative and motivating work environment.
  • Training and Development: Identify training needs related to employee relations and collaborate with the Learning and Development team to design and deliver effective training programs for managers and employees.
  • Metrics and Reporting: Establish key metrics and reporting mechanisms to track employee relations trends, identify patterns, and proactively address issues. Utilize data-driven insights to continuously improve employee relations strategies.
  • Legal Compliance: Stay abreast of federal, state, and local employment laws and regulations. Ensure that employee relations practices are in compliance with legal requirements and proactively address any potential risks.
  • Collaboration: Partner closely with other HR functions such as Talent Acquisition, Compensation and Benefits, and HR Operations to ensure seamless delivery of HR services to the call center.

What We Look For:

  • Bachelor's degree in Human Resources, Business Administration, or related field (Master's degree preferred).
  • 10+ years of progressively responsible experience in HR, with a focus on employee relations, workplace conflict, and performance management.
  • At least 5 years of managerial experience.
  • Ability to work in high volume, fast-paced, dynamic environment with the ability to adapt with changing priorities
  • Strong understanding of employment laws and regulations, particularly related to employee relations.
  • Excellent interpersonal, communication, and negotiation skills.
  • Proven track record of successfully resolving complex employee relations issues.
  • Strategic thinker with the ability to align employee relations initiatives with business goals.
  • Strong leadership and team management skills.
  • High level of integrity, confidentiality, and professionalism.
  • Experience in a call center environment or within the fintech industry is a plus.

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


Personal Information Upgrade Collects:
Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information, other information obtained through background checks, including employment, credit, and criminal history. Education Information. Any other information you provide as a part of recruitment, job application, or interview process.

Purposes for Collecting Personal Information:
To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To conduct background checks and verify your information if you are offered employment. To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations.
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.

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.