Operations Manager, Loss Mitigation

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 Loss Mitigation team supports borrowers experiencing financial hardship by offering payment plans, deferrals, and settlements—while ensuring regulatory compliance and partner accountability. As a Loss Mitigation Operations Manager, you’ll lead a team of Senior Specialists who manage loan servicing requests and hardship-related inquiries through phone and email. Your leadership will drive team performance, operational efficiency, and exceptional borrower support.

You’ll play a key role in balancing productivity targets, identifying workflow improvements, and ensuring a high-quality customer experience. This role is ideal for a people leader who excels at coaching teams, optimizing processes, and leading in fast-paced, evolving environments.

• 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.

• 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

• Experience in Collections, Loss Mitigation or an Operations Call Center at a Financial Institution
• Familiarity with tools such as Salesforce, Live Vox, NICE WFM, Google Workspace, or similar platforms
• Background in auto lending or loan servicing, including knowledge of FDCPA, CFPB, or other relevant regulations
• Experience leading initiatives related to automation or digital servicing tools
• Bachelor’s degree or equivalent experience
• Knowledge of high-risk portfolio management, including settlement negotiations and hardship…