Heather Naughton, Principal, Consumer Operations, was the team’s first hire. Over the last nine years, she helped build and scale the team and systems that power Upside’s consumer experience.

Upside: How has your role evolved since you joined Upside? 

Heather: I joined Upside nine years ago as the first member of Consumer Operations. I started on the front lines, personally answering customer tickets. Over time I’ve helped to build and scale a high-performing team, designed systems and processes to drive efficiency, and partnered closely with the Product team to deliver improvements that meaningfully elevate the user experience.

Upside: What do you love most about the culture here at Upside? 

Heather: I really appreciate how supportive and collaborative Upside’s culture is! I work closely with many different teams, and I’ve found that everyone has a voice and is always willing to pitch in and help one another.

Upside: What are the most important skills for your role on the Consumer Operations team? 

Heather: My role requires data-driven and strategic operational judgment, empathetic people leadership and active listening, and strong cross-functional collaboration and storytelling, along with the ability to stay nimble and clear-headed in a constantly changing environment.

Upside: What do you think makes you a unique team member? 

Heather: I’ve often been described as the “calm backbone” of Consumer Operations. I turn chaos into clear, confident action plans while making sure each team member feels seen, supported, and set up to succeed.

Upside: What are your hobbies outside of work? 

Heather: I do my best to support my local stray cat population. So far, I’ve helped around 10 cats by getting them spayed/neutered and vaccinated! I’ve been able to socialize most of them and find them homes, while a couple of feral cats were released to continue living as community cats.

Upside: Finally, what superpower would you pick, and why? 

Heather: Teleportation, no question. I’d love to be able to travel anywhere in an instant! 

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