Operations Manager, Auto Collections

Upstart

3h•$79,000 - $109,200•Remote

About The Position

Upstart's Auto Collections team supports borrowers across the full delinquency lifecycle, helping customers navigate repayment while protecting customer experience, compliance, and portfolio performance. The team is focused on scaling a high-performing Auto collections operation as Upstart continues to invest in and grow its Auto lending portfolio. As the Operations Manager, Auto Collections at Upstart, you will lead a team of Collections Specialists responsible for driving repayment outcomes and delivering empathetic, compliant customer interactions. You will play a key role in coaching and developing frontline talent, improving operational performance, and helping shape the future of Auto Collections processes and strategy as the business scales.

Requirements

3+ years of experience leading frontline teams in collections, customer operations, or contact center environments
Experience managing performance in a KPI-driven environment with accountability for operational metrics and team outcomes
Experience coaching and developing employees through structured performance management, one-on-ones, and development planning
Experience using operational performance data and reporting to drive decision-making and improve team effectiveness

Nice To Haves

Knowledge of Auto collections operations, including repossession processes, title-related servicing, reinstatements, or secured lending practices
Ability to identify process improvement opportunities and influence operational enhancements across teams
Skills in building engagement and team connectivity within remote or distributed work environments
Experience partnering cross-functionally with Compliance, Analytics, Product, or Workforce Management teams
Ability to balance customer experience, operational performance, and compliance requirements in a fast-paced environment

Responsibilities

Lead, coach, and develop a team of Collections Specialists supporting Upstart’s Auto portfolio across all stages of delinquency
Drive team performance against key operational metrics, including collection rate, action rate, payment resolution outcomes, and customer experience measures
Conduct regular coaching sessions, one-on-ones, and performance development conversations to improve individual and team effectiveness
Partner cross-functionally with Compliance, Analytics, Workforce Management, Training, and Product teams to improve operational execution and customer outcomes
Identify trends, operational gaps, and process improvement opportunities using portfolio and performance data
Foster a collaborative and engaging remote team culture through consistent communication, team huddles, recognition, and development initiatives
Support the scaling of the Auto Collections organization by helping refine processes, documentation, and operational best practices
Ensure collection activities are executed in compliance with company policies, regulatory requirements, and customer experience standards

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!)