About the role
Meet Upside: We created Upside to transform brick-and-mortar commerce. Our technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick-and-mortar businesses with new, profitable customers. We’ve helped millions of users earn 2 to 3 times more cashback than any other product, and hundreds of thousands of brick-and-mortar businesses earn measurable profit. Billions of dollars in commerce run through the Upside platform every year, and that value goes directly back to our retailer partners, the consumers they serve, and important sustainability initiatives. Role Overview The Senior Systems Manager is responsible for the design, optimization, and evolution of the Consumer Operations technology stack. This role serves as the technical owner for key operational systems and integrations, with a strong mandate to identify, build, and scale AI-enabled solutions that improve customer experience and materially reduce operational costs. This role operates at a highly autonomous level, partnering closely with Product and Engineering while remaining deeply embedded in Consumer Operations. Success requires strong technical depth, systems thinking, and the ability to translate operational pain points into scalable technical solutions. Primary Focus Areas Voice of the Customer (VOC) Reporting & Insights: Be a thought leader/owner in the development and maintenance of reporting that surfaces Voice of the Customer (VOC) insights across Consumer Operations channels. Build scalable, automated reports and dashboards that highlight customer sentiment, recurring issues, friction points, and experience trends. Partner with Consumer Operations, Product, and Marketing to ensure VOC insights are actionable and regularly incorporated into decision-making. Use data to connect customer feedback to operational drivers and improvement opportunities. Systems Ownership & Integration: Own the operational effectiveness of core Consumer Operations systems, including Zendesk, Retool, Slack integrations, and related tooling. Ensure systems are stable, scalable, well-integrated, and optimized for frontline and back-office teams. Act as the technical point of accountability for system enhancements, integrations, and issue resolution. Proactively identify gaps or inefficiencies in the current tech stack and propose durable solutions. AI & Automation Strategy: Research, evaluate, and build AI and automation opportunities to enhance the Consumer Operations technology stack. Partner directly with Product and Engineering to design and build AI-powered tools that: Reduce Consumer Operations OpEx Improve agent efficiency and response quality Enable smarter routing, triage, and decision support Lead proof-of-concept development, pilots, and scaled rollouts of AI-enabled solutions. Ensure AI implementations meet standards for accuracy, security, customer trust, and regulatory compliance. Required
