Partner Growth & Engagement Manager

Job description

*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.* Upgrade Home Improvement is hiring a **Partner Growth & Engagement Manager** to own the full lifecycle of our referral partner book, from existing partners to dormant partners targeted for re-engagement to new partners being onboarded. The role blends administrative and customer service support with targeted reactivation outreach, new partner rollout and goal setting, and cross-functional coordination of partner-facing marketing # What You'll Do # Partner Support & Administration - Serve as the primary point of contact for existing referral partners, answering questions, resolving issues, and handling day-to-day administrative requests - Maintain and update the referral partner database/CRM (contact info, activity status, referral history, agreements on file) - Process administrative tasks tied to partner accounts (paperwork, agreement renewals, updates) - Assist with general customer service inquiries as needed ## Re-Engagement of Existing Partners - Monitor partner activity levels and flag dormant/inactive partners for re-engagement outreach - Set individual reactivation goals for each dormant partner (in coordination with the VP of Partnerships) - Conduct outbound re-engagement campaigns (calls, emails, in-person visits) to reactivate lapsed referral partners - Track progress of reactivated partners against their goals ## New Partner Rollout - Lead onboarding and rollout for new referral partners joining the book - Set and track funded loan volume goals for newly onboarded partners, consistent with the approach used for reactivated partners ## Partner Marketing Coordination - Organize and coordinate marketing initiatives for each partner in the assigned book - Partner with the Marketing Acquisition team to align partner-facing campaigns and lead-generation efforts - Partner with the Marketing Product team to ensure partners have current collateral, messaging, and product materials ## Travel - Travel to visit referral partners in person and represent the organization at industry events and trade shows, including overnight travel as needed ## Reporting - Track and report on funded loan volume, conversion rates, and partner activity trends across the full book - Coordinate with sales/operations to ensure referred leads are properly logged and routed # What We Look For - 2–5+ years in partner/account management, customer service, training, or loan origination support, given the funded-loan-volume comp structure, familiarity with lending/origination workflows is a strong plus - Strong verbal and written communication skills — this is a relationship-facing role - Comfortable with CRM/database tools and basic reporting - Organized and detail-oriented; able to manage a full partner book (existing, reactivated, and new) independently - Comfortable coordinating across departments (marketing, sales/ops) to execute partner initiatives - Willingness and ability to travel, including occasional overnight trips (10% of the time) **What We Offer You** - Competitive salary and stock option plan - Medical, dental and vision insurance with employer paid options - Flexible PTO - Competitive 401(k) - Opportunities for professional growth and development - Paid parental leave - Health & wellness initiatives **#LI-Hybrid** ***For California residents:*[*Upgrade's CaliforniaNotice at Collection and Privacy Policy*](https://www.upgrade.com/PRIVACY_POLICY_CALIFORNIA_EMPLOYEE/) *describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.*** --- **Environmental & Working Conditions** - Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations. - Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives. - The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need. - Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position. - Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings. - Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information. *Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.* *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.*