Head of Collections and Loss Mitigation

Upstart

2d•$128,100 - $177,300•Remote

About The Position

Upstart's Collections team is responsible for helping borrowers navigate repayment while optimizing recovery outcomes and maintaining a high bar for compliance and customer experience. The team operates across multi-channel workflows and partners closely with Product, Engineering, Analytics, and Compliance to continuously improve operational performance, scalability and borrower support programs. As the Head of Internal Collections & Loss Mitigation, you will lead and evolve Upstart’s internal collections and loss mitigation operations. You will drive measurable improvements in performance, operational efficiency, and borrower experience by scaling high-performing systems, strengthening operational rigor, and building a high-performing team of managers. This role combines strategic operational leadership with hands-on execution in a complex and evolving environment.

Requirements

Bachelor’s degree or equivalent practical experience
10+ years of experience in collections, servicing, or loss mitigation operations
5+ years of direct people management experience, including experience managing managers in a scaled operations environment
Experience leading operations teams of 20+ agents across multi-channel workflows
Demonstrated track record of improving collections performance using data-driven methods

Nice To Haves

Experience leading both collections and loss mitigation functions
Experience using automation or generative AI tools to improve operational workflows, efficiency, reporting, or borrower experience
Knowledge of regulatory and compliance requirements in servicing, collections, or banking environments
Experience building or scaling QA frameworks, operational systems, or workflow automation initiatives
Ability to analyze operational data, identify root causes, and drive improvements
Experience partnering cross-functionally with Product, Engineering, Analytics, or Compliance teams to improve operational tooling and workflows

Responsibilities

Lead and develop a team of managers responsible for collections and loss mitigation operations supporting approximately 40 agents across collections and loss mitigation operations
Drive measurable improvements in collections performance, including recovery rates, productivity, SLA adherence, QA performance, and borrower outcomes through data-informed operational management
Standardize performance management frameworks, coaching practices, and accountability mechanisms to improve consistency and scale top-performer behaviors across teams
Build operational visibility through data-driven reporting, performance metrics, and dashboards that identify trends, root causes, and opportunities for improvement
Strengthen operational controls and QA frameworks to reduce manual error rates, improve compliance performance, and support scalable growth across collections and loss mitigation operations
Partner cross-functionally with Product, Engineering, Compliance, and Analytics teams to improve tooling, automation, workflows, and borrower programs

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
Health Savings Account contributions from Upstart for eligible plans (US only)
Income protection benefits, including life insurance and disability coverage for added financial security
Paid time off, sick leave, and company holidays, in line with local requirements
Paid family and parental leave to support caregiving and major life moments (duration varies by country)
Family-centered benefits to support fertility, parenthood, and caregiving needs
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 (US Only)
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, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)