Operations Manager • Lead

Who you are

You have a proven track record in operations management, ideally within the financial services or lending industry. Your experience includes leading teams and driving performance through effective coaching and support. You understand the importance of regulatory compliance and have a keen eye for identifying workflow improvements that enhance customer experience. You are passionate about helping others and are energized by the impact you can make in improving access to affordable credit. You thrive in a digital-first environment and are comfortable working remotely while maintaining strong communication with your team.

Desirable

Experience in loss mitigation or customer support roles is a plus, as is familiarity with financial hardship solutions. You have a data-driven mindset and are comfortable using metrics to guide decision-making. A background in AI or technology-driven solutions in lending would be beneficial, as Upstart leverages AI to enhance its services. You are adaptable and open to learning new tools and processes that can improve team efficiency and borrower satisfaction.

What you'll do

As the Operations Manager for Loss Mitigation, you will lead a team of Senior Specialists who handle loan servicing requests and inquiries related to financial hardship. Your leadership will be crucial in driving team performance and ensuring that all interactions with borrowers are handled with care and professionalism. You will be responsible for setting productivity targets and monitoring team performance against these goals. Identifying areas for workflow improvement will be a key part of your role, as you strive to enhance operational efficiency and the overall customer experience.

You will collaborate closely with other departments to ensure that the Loss Mitigation team is aligned with Upstart's mission of providing accessible credit. This includes working with compliance teams to ensure that all processes meet regulatory standards. You will also play a role in developing training programs for your team, ensuring that they are equipped with the knowledge and skills necessary to support borrowers effectively.

Your role will involve regular reporting on team performance metrics and presenting findings to senior management. You will be expected to provide insights and recommendations based on data analysis, helping to shape the strategic direction of the Loss Mitigation team. Additionally, you will foster a positive team culture that encourages collaboration, accountability, and continuous improvement.

What we offer

At Upstart, we offer a competitive salary and benefits package, along with the opportunity to work in a mission-driven environment that values inclusivity and fairness. You will have the flexibility to work remotely, allowing you to balance your professional and personal life effectively. We are committed to your professional development and will provide opportunities for growth within the company. Join us in making a meaningful impact in the lending industry and helping borrowers access the credit they need.