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!
The Team:
Upstart’s Servicing team is responsible for the entire customer journey after a loan is funded. We ensure that borrowers stay on track with payments, help them when they struggle to pay, and drive collections and recoveries when they are unable to pay. We do this through a combination of borrower-facing tools, customer support agents, and AI-agents, powered by Upstart’s ML-driven decision making. We deliver better financial outcomes for borrowers, and business outcomes for Upstart.
As the Principal Product Manager for Servicing at Upstart, you will design more intelligent and efficient tools and systems for recovering funds in cases when borrowers are unable to repay their loans (charge-offs), across all Upstart loan products. You will also define the strategy for how we service one of Upstart’s most promising new products - auto loans. You’ll partner with Operations to establish the technology and processes for collections and recoveries when borrowers become delinquent , balancing customer empathy with Upstart’s business goals.
How you’ll make an impact:
- Define the strategy for Auto loan collections and recoveries, in partnership with Operations leadership
- Deeply understand the delinquent borrowers, in collaboration with design, to deliver products that solve real human problems.
- Establish and track success metrics to assess the impact of product and operations initiatives, ensuring continuous improvement and concrete business impact.
- Leverage data-driven insights to make informed product decisions, identifying opportunities for optimization and testing hypotheses to improve key metrics.
- Make smart trade-offs to inform the ongoing product roadmap, prioritizing the features with the highest ROI and experimenting when necessary.
- Develop vendor partnerships that align with the overall business strategy
Minimum Qualifications:
- 6+ years experience in a product management role building both consumer-facing products and internal operational tools
- Demonstrated success in driving business outcomes through a balance of quantitative metrics and qualitative understanding. You’re clever and enterprising when it comes to having the minimum data necessary to make an informed decision. Your risk tolerance is well honed.
- Strong product sense. You have independently authored and executed on a multi-quarter roadmap, and have been around to see the consequences (good and bad) of your decisions.
- Rigorous and analytical problem solving; well structured, concise, and highly effective communication.
- Ownership and growth mindset. You act like an owner. You’re often right, but humble and open minded about being wrong. You’re perpetually dissatisfied and striving to improve yourself and the team
Preferred Qualifications:
- Experience building products in fintech, credit servicing, or customer support environments
- Familiarity with voice, chat, or AI-driven multi-modal UX
- Aptitude for and interest in credit and personal finance economic concepts
- Experience building products with third-party vendor integrations
- Demonstrated and expressed mission orientation, and outsized results that match your passion
Position location: This role is available in the following locations: Remote
Time zone requirements: The team operates on the East/West coast time zones.
Travel requirements: As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.
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
#LI-REMOTE
#LI-MidSenior
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email [email protected]
https://www.upstart.com/candidate_privacy_policy
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