Operations Manager, Borrower Success

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: