Operations Manager, Loss Mitigation at Upstart

About UpstartUpstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstarts 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 wed love to hear from you!The Team:Upstarts Loss Mitigation team supports borrowers experiencing financial hardship by offering payment plans deferrals and settlementswhile ensuring regulatory compliance and partner accountability. As a Loss Mitigation Operations Manager youll 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.Youll 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.How youll make an impactCoach 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.Minimum Qualifications3 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 InstitutionProven ability to lead high-performing teams in a fast-paced metrics-driven environmentExperience managing operational KPIs such as productivity quality assurance and service levelsStrong analytical skills with experience using data to drive decisions and optimize performanceProficiency in coaching mentoring and delivering structured feedback to support team developmentExperience in project or process improvement initiatives with comfort navigating both operational and technical solutionsExcellent cross-functional communication skills with the ability to influence and align stakeholdersDemonstrated ownership mindset and ability to manage complex problems independentlyPreferred QualificationsExperience in Collections Loss Mitigation or an Operations Call Center at a Financial InstitutionFamiliarity with tools such as Salesforce LiveVox NICE WFM Google Workspace or similar platformsBackground in auto lending or loan servicing including knowledge of FDCPA CFPB or other relevant regulationsExperience leading initiatives related to automation or digital servicing toolsBachelors degree or equivalent experienceKnowledge of high-risk portfolio management including settlement negotiations and hardship programsPosition location This role is available in the following locations: RemoteTime zone requirements The team operates on the East coast time zones. Schedule coverage between 8am-6pm EST.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 youll love:Competitive Compensation (base bonus & equity)Comprehensive medical dental and vision coverage with Health Savings Account contributions from Upstart401(k) with 100% company match up to $4500 and immediate vesting and after-tax savingsEmployee Stock Purchase Plan (ESPP)Life and disability insuranceGenerous holiday vacation sick and safety leaveSupportive parental family care and military leave programsAnnual wellness technology & ergonomic reimbursement programsSocial activities including team events and onsites all-company updates employee resource groups (ERGs) and other interest groups such as book clubs fitness investing and volunteeringCatered lunches snacks & drinks when working in offices#LI-REMOTE#LI-AssociateAt 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 locationwith 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).United States Remote - Anticipated Base Salary Range$75900$105000 USDUpstart 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 Experience:Manager Key Skills Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management Employment Type : Full Time Experience: years Vacancy: 1