Operations Manager – Loss Mitigation

November 26

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Upstart

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Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

1001 - 5000 employees

📋 Description

• Coach, develop, and lead a team of Loss Mitigation Specialists to consistently meet quality and productivity goals. • Deliver timely, constructive feedback and conduct performance reviews, including implementing performance improvement plans when needed. • Monitor daily operations to ensure efficient task allocation and workload balance across channels. • Stay closely connected to frontline operations and represent team needs in cross-functional conversations. • Partner with Product, Legal, Compliance, and Analytics teams to identify operational bottlenecks and drive process improvements. • Analyze performance metrics to uncover root causes of issues and implement scalable solutions. • Identify and communicate trends in borrower feedback to advocate for enhancements across the customer experience. • Contribute to special projects that improve automation, reduce manual workloads, and enhance the borrower journey. • This role offers visibility across multiple operational functions and the opportunity to shape borrower hardship strategy as we scale.

🎯 Requirements

• 3+ years of experience in an operations role within a Financial Institution, plus at least 2 years of managerial experience leading operations teams at a Financial Institution • Proven ability to lead high-performing teams in a fast-paced, metrics-driven environment • Experience managing operational KPIs such as productivity, quality assurance, and service levels • Strong analytical skills with experience using data to drive decisions and optimize performance • Proficiency in coaching, mentoring, and delivering structured feedback to support team development • Experience in project or process improvement initiatives, with comfort navigating both operational and technical solutions • Excellent cross-functional communication skills with the ability to influence and align stakeholders • Demonstrated ownership mindset and ability to manage complex problems independently

🏖️ Benefits

• 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