# Jonathan Pun > Senior Product Operations Analyst at Upstart Location: San Francisco, California, United States Profile: https://flows.cv/jonathanpun ## Work Experience ### Senior Product Operations Analyst @ Upstart Jan 2021 – Present | San Francisco Bay Area + Lead continuous improvements across Product and Operations by gathering requirements, implementing strategies, and managing timelines to successfully launch new features and experiments + Administer system configurations and end-to-end testing for Upstart’s first in-house debt collection platform + Automate operational processes with low-code scripts and Salesforce queries to enhance productivity across multiple teams + Coordinate set up and testing of Operations systems and tools for new lending partner implementations, ensuring all requirements are met and launches occur on time with no post-launch issues ### CX Specialist @ Remrise Jan 2020 – Jan 2020 | San Francisco Bay Area + Developed and managed feedback dashboards to highlight trends in customer behavior and recommended action plans to drive product and process strategy across user touchpoints + Conducted user interviews with customers and utilized insights to propose product improvements + Created and maintained analytics dashboards to standardize team-level performance + Established internal SOPs for broader organization and implemented team policies to improve operational efficiency + Resolved customer inquiries and designed process to track customer retention to provide insight into driving business KPIs ### Senior QA Specialist @ Grubhub Jan 2019 – Jan 2019 | San Francisco Bay Area + Audited menus and restaurant account builds for 100+ specialists to reinforce Grubhub’s quality standards + Utilized data queries and Salesforce reports to identify critical account errors + Provided feedback and coaching to specialists to improve client communication and decrease restaurant activation times ### QA Specialist @ Grubhub Jan 2018 – Jan 2019 | San Francisco Bay Area ### QC Associate @ Grubhub Jan 2017 – Jan 2018 | San Francisco Bay Area + Conducted comprehensive quality checks on newly built menus to maintain Grubhub style and standards ### Data Operations Associate @ Eat24 Jan 2017 – Jan 2017 | San Francisco Bay Area + Independently managed and coordinated in-house menu update requests using internal platform + Reviewed and approved new menus and effectively communicated with Acquisitions Team to ensure menu sources met Eat24 guidelines + Completed updates for sensitive corporate accounts in a timely manner as part of Enterprise Team + Resolved menu related issues and promoted positive business relationships by promptly following up with restaurant owners and providing quality customer care ### UX Designer @ Freelance Web Designer (Self-employed) Jan 2015 – Jan 2017 | San Francisco, CA/Los Angeles, CA ### UX Designer @ Isadora Design Jan 2015 – Jan 2016 | Manhattan Beach, CA + Strategized the design of web and mobile sites for clients in various industries including education, ecommerce, and healthcare + Produced client ready deliverables including site audits, competitive analyses, sitemaps, and annotated wireframes + Collaborated with digital producers to maintain timelines and effectively communicated with clients in design brainstorms and presentations + Drafted comprehensive development instructions for technical teams ### UX Designer @ rhubarb studios Jan 2015 – Jan 2015 | Los Angeles, CA + Worked in an agile environment to create a web and mobile app that helps families of senior residents stay connected with their loved ones in care + Collaborated with product manager, developers, and stakeholder through ideation, validation, and growth phases + Conducted interviews and usability tests, developed user flows and stories, built paper and digital prototypes, designed wireframes, mockups, and style guides ### User Experience Design Student @ General Assembly Jan 2014 – Jan 2015 | San Francisco, CA Participated in a 10 week full-time immersive program focused on teaching user-centered design through hands-on, project-based work. Learned about user research, practical UX tools and techniques (card sorting, crafting personas, creating user flows, wireframing, rapid prototyping), and how to effectively communicate my process and final designs, as well as fundamentals of interaction design, visual design, and front-end coding. Utilized various programs including Sketch, Axure, Omnigraffle, Proto.io, and Invision. JOBY (2.5 weeks): + Worked in a 4 person team to redesign an e-commerce website to help increase product brand understanding and demand + Conducted current site research, organized information architecture of 40+ products, and executed usability testing + Delivered competitive analysis, a sitemap, wireframes, and a clickable prototype Scholastic (2 weeks): + Worked in a 4 person team to design a tablet app that helps children ages 6-10 engage in reading outside of the classroom + Conducted user interviews, surveys, and feature prioritization + Delivered personas, user flows, wireframes, and a clickable prototype True Spirit (2 weeks): + Designed an e-commerce website for a K-12 school uniform company that reflects their brand and allows users to shop efficiently + Conducted competitive analysis on 4 other uniform companies and organized information architecture + Delivered user flows, a sitemap, wireframes, and a clickable prototype ### Manufacturing Technician @ Genentech Jan 2013 – Jan 2014 | South San Francisco, CA ### Product Quality Operations @ Google Jan 2011 – Jan 2013 | Mountain View, CA ### Marketing Coordinator @ Google Jan 2011 – Jan 2011 | Mountain View, CA ### Reimbursement Counselor @ Lash Group Jan 2011 – Jan 2011 | San Bruno, CA ## Education ### BS in Biological Sciences University of California, Davis Jan 2005 – Jan 2010 ### User Experience Design Immersive General Assembly Jan 2014 – Jan 2015 ## Contact & Social - LinkedIn: https://linkedin.com/in/jonathanpun --- Source: https://flows.cv/jonathanpun JSON Resume: https://flows.cv/jonathanpun/resume.json Last updated: 2026-03-25