Upstart
Operations Manager, Borrower Success
Job Summary
The Operations Manager, Borrower Success at Upstart leads a team responsible for delivering empathetic and efficient support to borrowers across multiple channels. The role involves managing performance metrics, coaching staff, and partnering with cross-functional teams to enhance the borrower experience. Candidates should have extensive experience in customer service, operations management, and team leadership, with a focus on data-driven decision-making and process improvements. The position offers the opportunity to support a digital-first fintech company committed to expanding access to affordable credit.
Required Skills
Benefits
Job Description
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.
Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!
The Team
Upstart’s Borrower Success team supports our borrowers through critical moments in their loan journey. The team’s priority is to deliver empathetic, efficient, and effective service while maintaining a strong focus on compliance, customer satisfaction, and operational excellence. We partner closely with internal and external teams to resolve borrower issues and drive process improvements that enhance the overall borrower experience.
As the Operations Manager, Borrower Success at Upstart, you will lead a high-performing team of internal and vendor partners responsible for delivering high-quality support via phone, email, and other communication channels. You will help shape strategy, optimize processes, and coach teams to ensure consistency, scalability, and exceptional service outcomes.
Position Location - This role is available in the following locations: Remote
Time Zone Requirements - This team operates on the East/West Coast time zones.
Travel Requirements - As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.
How you’ll make an impact:
- Lead daily operations for our Borrower Success function, overseeing internal teams and external vendor partners across multiple channels (calls, cases, emails).
- Monitor and manage performance metrics including service levels, first response time, quality, and CSAT, using data to drive decisions and improvements.
- Coach and develop agents and vendor leadership to improve agent performance, ensure compliance, and foster growth.
- Partner cross-functionally with Product, Compliance, QA, Training, and Workforce Management to launch initiatives that enhance the borrower experience.
- Identify opportunities to scale processes, introduce automation, and reduce borrower effort.
- Own remediation processes and feedback loops to ensure risks are mitigated, and service gaps are closed.
What we’re looking for:
- Minimum qualifications:
- 5+ years of experience in customer service, operations management, or contact center leadership.
- 3+ years of people management experience, including coaching team leads or supervisors.
- Proven track record managing key customer service KPIs such as CSAT, quality, and SLA.
- Proven analytical skills, with the ability to identify KPIs, build reporting and monitor performance metrics to make data-driven decisions.
- Experience working with cross-functional teams to implement process or tool improvements.
- Ability to thrive in a fast-paced, high-growth environment with a strong sense of urgency.
- Preferred qualifications:
- 5+ years of people management experience.
- Experience managing third-party vendor performance in a BPO or customer support setting.
- Ability to balance operational execution with strategic thinking and long-term planning.
- Skilled in navigating compliance and regulatory environments (e.g., CFPB, TCPA).
- Comfortable leading remote, distributed teams and driving engagement across locations.
- Experience supporting financial products or working in fintech environments.
- Demonstrated success in change management and process improvement projects.
- Skilled in Google Office products, Salesforce Reporting and Looker.
What you'll love:
- Competitive Compensation (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous holiday, vacation, sick and safety leave
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
#LI-REMOTE
#LI-Associate
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email [email protected]
Upstart
A lending platform using AI to provide personal loans and credit solutions with a focus on fair and fast approvals.
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