Senior Implementation Manager

About Upstart

Upstart is a 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 two-thirds of Upstart loans are approved instantly and are fully automated.

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 Lending Partnerships team is dedicated to providing innovative solutions to lenders by helping households grow, expanding consumer lending, enabling safe lending to more creditworthy borrowers, and delivering a modern, all-digital experience. Our mission is to increase access to capital through strong partnerships with lending institutions.

As a Senior Implementation Manager at Upstart, you will drive the launch of Upstart solutions with new and existing bank partners and credit unions. This key role to onboarding our lending partners functions as the main point of contact for new clients implementing Upstart personal loans, auto, or other new products, and for existing clients expanding usage of the Upstart Platform.

 

Position Location - Remote

Time Zone Requirements - This team operates on the East/West Coast time zones. 

Travel Requirements - This team has regular onsite collaboration sessions. These occur 3 days per Month at the nearest office as well as quarterly alternating between San Mateo and Columbus. If you need to travel to make these meetups, Upstart will cover all travel related expenses.

 

How you’ll make an impact:

• Work closely with the Compliance, Legal, Engineering, Operations, and Marketing teams to facilitate and drive a consistent client experience and ensure successful projects and training for new clients
• As a trusted advisor with deep product knowledge, this person will need to understand the client’s goals, pain points, and Upstart workflows
• Drive and manage new partner implementations from start to finish, including weekly meetings and maintaining internal/external project progress
• Confirm customer requirements and needs and provide guidance, assistance, and support to clients in the technical platform configuration
• Oversee the handoff process between Implementation and Customer Success
• Understand client pain points and partner with cross-functional teams to simplify, enhance, and automate existing processes that will improve client workflow
• Compliment key product discussions by gathering and communicating client feedback and feature requests
• Escalate and identify risks to strategize the best approach to resolution

 

What we’re looking for: 

• Minimum qualifications:
  • 7+ years of experience in software implementation, consulting, or program/project management
  • Work experience in a highly regulated financial services industry (banking/insurance/finance) is required
  • Comfort with client and stakeholder management, including presentations to both small and large groups and managing challenging conversations
  • Ability to adapt to a rapidly changing product and respond strategically to client needs

• Preferred qualifications:
  • Conversational knowledge of AI/ML based decision making
  • Consumer lending product experience
  • Familiarity with both phase/gate and agile product launch methodologies preferred
  • PMP certification is a plus

 

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 paren