Operations Manager, Upstart
Borrower Success
$75.9-105k
+ Target bonuses + Equity compensation
More information about location
AI lending marketplace
Open for applications
AI lending marketplace
1001+ employees
Open for applications
$75.9-105k
+ Target bonuses + Equity compensation
More information about location
1001+ employees
Company mission
To enable effortless credit based on true risk.
Role
Who you are
- 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
Desirable
- 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 the job involves
- 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
- 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
Our take
Business startups across the world usually seek out funding, but this is often difficult for companies led by millenials. Millennial entrepreneurs with an excellent track record in business are increasingly requiring access to these loans, but their lack of credit history results in proposals frequently being declined.
Upstart provides loans that are aimed towards the target audience of millennials with entrepreneurial intentions, offering low interest rates that average at 12%. The company claims these rates are 10% lower than traditional lenders, and the service aims towards ensuring that the client is subject to no further fees (such as prepayment penalties).
Upstart claims that its unique selling point lies in the fact that its loans are funded the day after approval. Whilst the service focuses on personal loans for business, the company has also expanded to offer loans for car refinancing. Over 2022 and 23, Upstart's stocks fell dramatically and an investigation was undertaken by a law firm representing the company's long-term investors over alleged security law violations by its board of directors. However, the end of 2023 saw a 20% stock value rise for Upstart after its partnership with Mutual Security Credit Union led to a rise in customers, indicating that it is on the up after a difficult two years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2019
$50m
SERIES D
Mar 2017
$32.5m
SERIES D
Total funding: $135.7m
Company benefits
- Comprehensive health plans
- 401k Plan
- Life insurance
- Disability insuranc
- Generous vacation policy
- Flexible time off
- Parental leave
- Technology equipment budget
- Personal development budget
- Various clubs and extracurricular activities
- Catered lunches
- Fully-stocked micro-kitchen
Company HQ
South San Mateo, San Mateo, CA
Leadership
David Girouard
(CEO)They started their career at Accenture and Booz Allen & Hamilton before working in Product Management at Apple and Virage. They left their role of 8 years as President of Enterprise at Google to found Upstart in March 2012.
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