Senior Director, Operational Excellence

🕒 Junho 4

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $198.000 - $275.000 / ano

⏰ Tempo Integral

🟠 Sênior

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Upstart

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

A Upstart é um dos principais marketplaces de empréstimos com IA, em parceria com bancos e cooperativas de crédito para expandir o acesso a crédito acessível. Ao nos tornarmos uma empresa de capital aberto, estamos agora prontos para alavancar nossa expertise no domínio e revolucionar todos os aspectos da concessão de empréstimos e avaliação de risco de crédito. Recentemente ampliamos nossas ofertas para incluir refinanciamento de automóveis e planejamos atuar em mais verticais à medida que o negócio cresce. Ao utilizar o marketplace de IA da Upstart, bancos e cooperativas de crédito que utilizam a Upstart podem ter taxas de aprovação mais altas e taxas de perda mais baixas, enquanto simultaneamente oferecem a experiência de empréstimo excepcional e digital-first que seus clientes exigem. O marketplace patenteado da Upstart é o primeiro a receber uma carta de não ação do Bureau de Proteção Financeira ao Consumidor relacionada a empréstimos justos. A Upstart não só apoia uma grande força de trabalho remota, mas também possui escritórios em San Mateo, CA; Columbus, OH; e Austin, TX. A maior parte dos que se juntam à Upstart o fazem porque se identificam com nossa missão de permitir acesso a crédito sem esforço baseado no risco real. Se você se sente energizado pelo impacto que pode causar na Upstart, adoraríamos ouvir de você!

Descrição

• Build and lead a high-performing Operational Excellence organization spanning Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control. • Develop the long-term strategy, organizational design, operating rhythms, and performance management framework for the Operational Excellence function. • Establish scalable processes for identifying, investigating, tracking, and resolving operational issues while ensuring appropriate governance and accountability. • Create and oversee complaint management programs that drive timely resolution, root-cause identification, trend analysis, and continuous improvement. • Lead the strategy and execution for identity theft investigations and credit dispute operations, ensuring compliance with applicable regulatory requirements and customer protection standards. • Design and mature a quality control program that evaluates operational performance, identifies process gaps, and drives measurable improvements in customer and business outcomes. • Partner with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations leaders to strengthen operational controls and mitigate emerging risks. • Develop executive-level reporting, dashboards, and governance mechanisms to provide visibility into operational health, customer experience, and risk trends. • Drive a culture of accountability, operational rigor, and continuous improvement through data-driven decision making. • Recruit, develop, and mentor leaders and team members while fostering an inclusive, high-performance environment. • Lead large-scale operational improvement initiatives that improve efficiency, reduce risk, and enhance the customer experience.

🎯 Requisitos

• 12+ years of experience in operations, operational risk, operational excellence, complaint management, quality assurance, compliance operations, or related functions within financial services, fintech, banking, lending, or consumer finance. • 7+ years of people leadership experience, including managing managers and leading multi-functional organizations. • Experience building and scaling operational programs, teams, and governance frameworks in a regulated environment. • Experience leading customer complaint management, issue management, quality control, audit, risk, compliance, or related operational functions. • Experience developing and presenting operational performance metrics and executive-level reporting to senior leadership. • Experience driving cross-functional initiatives involving Operations, Product, Risk, Compliance, Legal, and Technology teams. • Bachelor's degree or equivalent practical experience.

🏖️ Benefícios

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly • Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada) • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only) • Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada. • Health Savings Account contributions from Upstart for eligible plans (US only) • Income protection benefits, including life insurance and disability coverage for added financial security • Paid time off, sick leave, and company holidays, in line with local requirements • Paid family and parental leave to support caregiving and major life moments (duration varies by country) • Family-centered benefits to support fertility, parenthood, and caregiving needs • Employee Assistance Program (EAP) offering mental health support and life-centered resources • Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only) • Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you • Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from • Connection and community through team events, all-company updates, and employee resource groups (ERGs) • Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)