Bankruptcy Operations Manager

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 is seeking a Bankruptcy Operations Manager who will be responsible for driving the performance of our bankruptcy associates and vendors that provide bankruptcy services. This role is crucial in ensuring that our associates and vendors meet and exceed performance and compliance expectations, enabling exceptional business outcomes and delivering a seamless borrower experience. The ideal candidate will have deep experience and knowledge managing bankruptcy processes, robust knowledge of bankruptcy laws and regulations, be a strong leader with excellent relationship building skills, is solutions-oriented, and likes to build new and improved processes and workflows. The candidate will be responsible for analyzing and managing associates and vendor performance to maximize recovery while at the same time working with the Senior Operations Manager and other operations leaders to manage all control and compliance initiatives.

 

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. There is also a vendor travel requirement that will be managed by the entire Recovery organization. 

 

How you’ll make an impact:

• Drive Performance: Manage and monitor the day-to-day performance of associates and vendors responsible for bankruptcy and quality control services, ensuring they meet or exceed key performance metrics.
• Enable Business Outcomes: Collaborate with internal stakeholders to align associates and vendor performance with Upstart’s strategic objectives, ensuring that vendor contributions drive measurable business outcomes.
• Enhance Borrower Experience: Ensure that vendor partners deliver an effortless borrower experience, addressing borrower needs quickly and effectively while maintaining Upstart's commitment to quality. In addition to, meeting expectations of trustees and courts in a timely manner.
• Monitor and Enforce KPIs: Track associate and vendor performance using established KPIs, such as productivity, quality control and quality assurance, bankruptcy payment and collateral recovery rates, and compliance with service level agreements (SLAs).
• Vendor Relationship Management: Build and maintain strong relationships with external vendors  to foster open communication, partnership, and alignment with Upstart’s goals.
• Performance Improvement Initiatives: Collaborate with associates and vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.
• Cross-Functional Collaboration: Work closely with internal teams such as Operations, product management, engineering, Legal, Risk Management, and Lending Partnerships to align associate and vendor performance with Upstart’s broader objectives and operational needs.
• Data-Driven Analysis: Utilize data and reporting tools to track  performance, identify trends, and make informed decisions that drive continual improvements in service delivery. 

 

What we’re looking for: 

• Minimum qualifications:
  • 5+ years of experience in bankruptcy management