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 is seeking a highly skilled and motivated Operations Manager to help lead our Customer Support Team. The Operations Manager will be responsible for overseeing the day-to-day operations of the Customer Support department, managing team production and outcomes, and providing leadership and guidance to a team of associates. The ideal candidate will have a strong background in people management, operations, and a proven track record of driving results in a fast paced environment.
As the Operations Manager, Customer Experience at Upstart, you will be responsible for ensuring the team is meeting all target KPIs, such as productivity, schedule adherence, and quality. The Operations Manager will work closely with other key leaders across Upstart to help guide and implement strategies for the department. Additionally, the Operations Manager will be responsible for providing leadership, coaching, and mentorship to associates.
Position Location - This role is available in the following locations: Columbus, Ohio. This role requires adherence to Upstart’s digital first policy and also requires 2 days per month onsite at the Columbus,OH office.
Time Zone Requirements - This team operates on the East Coast time zone.
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:
- Manage and oversee the daily operations of the Customer Experience team, ensuring efficient and effective workflows and processes.
- Help develop and implement strategies to optimize team performance and achieve department goals and targets.
- Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
- Evaluate agent performance, team effectiveness, and customer service trends to drive continuous improvement.
- Collaborate with other departments, including Product and Engineering, Learning and Development, and Quality Assurance to ensure seamless operations and adherence to company policies and procedures.
- Prepare and present reports and updates on team performance, including key metrics, trends, and areas of improvement to senior management.
- Work closely alongside the Senior Ops Manager, Technical Program Manager to ensure staffing conditions are being optimized.
What we’re looking for:
- Minimum qualifications:
- 1+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential
- Proven track record of managing a high-performing team in a fast-paced, customer-focused environment
- Strong understanding of call center technology, including telephony systems, CRM software, and performance monitoring tools
- Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management
- Proven experience in uncovering, driving, and implementing process improvements. General Knowledge of computers and computer software applications with advanced proficiency in Google Suites (including spreadsheets, word and presentation software)
- Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions
- Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion
- Preferred qualifications:
- 3+ years of people leadership experience
- 3+ years of experience in Operations at a Financial Institution
- 1+ years of relevant experience in call center operations
- Experience leading and managing a mix of contractors and employees
- Strong technology background in call center operations with demonstrated experience in workforce planning
- 1+ years of experience in a pre-origination loan processing environment
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 parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
#LI-Associate
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
Columbus, OH - Anticipated Base Salary Range
$75,900—$105,000 USD
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email [email protected]
https://www.upstart.com/candidate_privacy_policy
What the Team is Saying
What We Do
Upstart is the leading AI lending marketplace, connecting millions of consumers to more than 100 banks and credit unions that leverage Upstart’s AI models and cloud applications to deliver superior credit products. With Upstart's AI, lenders can approve more borrowers at lower rates across races, ages, and genders, while delivering the exceptional digital-first experience customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload. Founded in 2012, Upstart’s platform includes personal loans, automotive retail and refinance loans, home equity lines of credit, and small-dollar “relief” loans.
If you are energized by the impact you think you could make at Upstart, we'd love to hear from you!
Why Work With Us
Connection to our mission creates a special environment where people feel passionately about the impact they make in the world. Upstart is fast-paced, and we encourage ownership at all levels of the organization. As a result, culture at Upstart is driven by Upstarters. Upstarters are proactive, talented, multi-dimensional and collaborative.
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Upstart Offices
Remote Workspace
Employees work remotely.
Upstart has a digital-first model enabling most Upstarters can live and work anywhere in the U.S. We also offer in-person options from our office locations in San Mateo, California; Columbus, Ohio; and Austin, Texas.
