Operations Manager, Loan Processing

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!

Upstart’s Loan Processing team is seeking a highly skilled and motivated Operations Manager to help lead our Personal Loans Team. The Operations Manager will be responsible for overseeing the day-to-day operations of the Personal Loan department, managing team production and outcomes, and providing leadership and guidance to a team of associates and Associate Operations Managers. 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, Loan Processing at Upstart, you will be responsible for ensuring the Personal Loans team is meeting all target KPIs, such as productivity, turnaround times and touch rates, 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 and associate managers.

• Manage and oversee the daily operations of the Personal Loans 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.
• 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 Head of Personal Loans, Workforce Management and Finance to ensure staffing conditions are being optimized.

• 2+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential.
• 8+ months at Upstart in an L3 Operations leadership role with an EOY perf rating of SP or higher and presenting no corrective or performance issues in 2023.
• Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management.
• Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.

• 3+ years of people leadership experience in an operations environment.
• 2+ years of collections and/or servicing experience.
• Received a GP or higher performance rating 2+ times in 2023.

This role is available in the following locations:
Columbus, Ohio

The team operates on the East coast time zones.

You will be required to work from the Columbus office 2 days per week.

• 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…