Senior Operations Manager, Upstart

• 6+ years of experience in consumer lending operations, quality control, compliance testing, or operational risk within a regulated financial services environment
• Experience directly managing quality control, quality assurance, or compliance testing teams within a regulated environment
• Experience developing, implementing, or managing frontline operational quality control programs, including call monitoring, agent interaction reviews, or evaluations of agent adherence to established procedures
• Experience designing or executing sampling methodologies, standardized testing criteria, and documented quality assessments
• Experience managing quality findings, root-cause analysis, corrective action tracking, or remediation monitoring within a regulated environment

Desirable

• Upstart’s Lending Operations Quality Control team plays a critical role in protecting customers, strengthening operational processes, and supporting regulatory compliance across our lending lifecycle
• As a first-line-of-defense function, the team evaluates frontline activities across Onboarding, Servicing, Complaints, and Collections to identify risks, improve quality, and support bank readiness
• As the Senior Operations Manager, Quality Control at Upstart, you will lead a team of five quality control professionals and help build and execute a scalable, risk-based quality control program
• You’ll combine hands-on program development with people leadership, partnering across Operations, Compliance, and Risk to strengthen testing methodologies, address control gaps, and explore opportunities to improve oversight through automation and AI
• Lead, coach, and develop a team of quality control professionals, establishing clear performance expectations, consistent calibration practices, and effective testing execution
• Build and enhance the quality control program, including risk-based testing plans, standardized review criteria, statistically sound sampling methodologies, and documentation that supports regulatory and audit readiness
• Oversee frontline quality reviews, including call monitoring, agent interactions, and adherence to operational procedures, to identify regulatory risks, process defects, and potential customer impact
• Partner with operational leaders, Compliance, and Risk to communicate findings, identify root causes, recommend process improvements, and monitor remediation through resolution
• Establish reporting and performance metrics that highlight quality trends, emerging risks, and opportunities to improve operational effectiveness and customer outcomes
• Collaborate with cross-functional partners to evaluate AI-enabled testing and automation capabilities, improving review coverage and efficiency while maintaining appropriate human oversight and controls