Collections Vendor Manager

Upstart

23h•$79,000 - $109,200•Remote

About The Position

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence. As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress. We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you. If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you. Upstart is seeking a Collections Vendor Manager to support the day-to-day performance and operational execution of our collections vendors and closely partnered internal teams. This role serves as a primary point of contact for assigned partners, working closely with vendor leadership and internal stakeholders to ensure daily operations run smoothly and performance expectations are consistently met. The ideal candidate brings strong working knowledge of collections operations and vendor-managed environments, and is comfortable operating in the details — monitoring performance, guiding partners through issues as they arise, and supporting adherence to operational, quality, and borrower experience standards. This role plays a critical part in reinforcing accountability, supporting operational stability, and ensuring borrower interactions reflect Upstart’s standards of care, efficiency, and consistency.

Requirements

Bachelor’s degree in Business, Finance, Operations, or a related field, or equivalent practical experience.
5+ years of experience in collections, servicing, or vendor management, including experience supporting first-party operations and/or partnering with third-party BPOs in financial services, consumer lending, auto finance, or servicing environments.
Demonstrated experience managing vendor performance against defined KPIs, SLAs, and quality standards, with the ability to assess operational health and drive accountability.
Hands-on experience supporting or conducting vendor onsite visits, operational audits, or compliance reviews.
Strong analytical skills, with comfort interpreting dashboards and operational metrics (e.g., productivity, adherence, QA, roll rates, abandonment, customer outcomes) and translating insights into actionable recommendations.
Ability to operate effectively in a fast-paced, evolving environment with competing priorities.
Strong written and verbal communication skills, with the ability to clearly communicate expectations, performance feedback, and risks to vendors and internal stakeholders.
Ability to operate effectively in a fast-paced, evolving environment with competing priorities.
Willingness and ability to travel domestically and internationally for vendor onsite visits as needed.

Nice To Haves

Experience traveling internationally for onsite visits supporting vendor, BPO, or internal collections operations, including participation in operational reviews, audits, or readiness assessments.
Experience supporting the launch, onboarding, or expansion of collections operations, including first-party teams and/or third-party BPO partnerships, with involvement in early-stage performance stabilization and governance setup.

Responsibilities

Drive Agency Partner Performance: Manage and monitor the day-to-day performance of external vendors responsible for collections services, ensuring they meet or exceed key performance metrics.
Enable Business Outcomes: Collaborate with internal stakeholders to align vendor performance with Upstart’s strategic objectives, ensuring that vendor contributions drive measurable business outcomes.
Enhance Borrower Experience: Ensure that agency partners deliver a personalized and effortless borrower experience, addressing borrower needs quickly and effectively while maintaining Upstart's commitment to quality.
Monitor and Enforce KPIs: Track vendor performance using established KPIs, such as response times, collections success rates, customer satisfaction scores, and compliance with service level agreements (SLAs).
Vendor Relationship Management: Build and maintain strong relationships with external agencies to foster open communication, partnership, and alignment with Upstart’s goals.
Performance Improvement Initiatives: Collaborate with vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.
Cross-Functional Collaboration: Work closely with internal teams such as Operations, Legal, Risk Management, and Lending Partnerships to align vendor performance with Upstart’s broader objectives and operational needs.
Data-Driven Analysis: Utilize data and reporting tools to track vendor performance, identify trends, and make informed decisions that drive continual improvements in service delivery.

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
Health Savings Account contributions from Upstart for eligible plans
Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
Paid time off, sick and safe time, and company holidays
Paid family and parental leave to support caregiving and major life moments
Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial wellness resources, including access to financial planning tools and a financial concierge service
Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).