Operations Manager, Loan Processing

The Team: 

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.

How you’ll make an impact

• 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.

Minimum Qualifications 

• 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.

Preferred Qualifications

• 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.

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

Time zone requirements The team operates on the East coast time zones. 

In-Office requirements.  You will be required to work from the Columbus office 2 days per week. 

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

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