Operations Manager, Customer Experience

Upstart•Columbus, OH

13d•Hybrid

About The Position

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: We are seeking a highly skilled and motivated Operations Manager to lead one of our multi-channel teams (email, chat, phone). The Operations Manager will oversee day-to-day operations, manage team production and outcomes, and provide leadership to a team of agents that deliver applicant-facing support. The ideal candidate thrives in a fast-paced environment, is passionate about operational excellence, and has experience scaling systems and processes through automation and change management. As the Operations Manager, you will be accountable for ensuring the team meets target KPIs, and the adoption and measured impact of automation. Beyond delivering on metrics, you will hire, coach, and develop associates, lead continuous improvement initiatives, define requirements and measure the ROI of automation; while ensuring processes remain compliant and scalable in a fast-paced environment.

Requirements

3+ years of people management experience demonstrating strong leadership and interpersonal skills, consistently exceeding goals, embracing leadership opportunities, and proactively seeking new challenges to drive team and organizational success.
Strong understanding of contact center technology, including telephony systems, CRM software, and performance monitoring tools.
Demonstrated experience in process improvement, change management, and implementing automation to drive efficiency and scalability.
Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management and cross functional partners.
Ability to work 11:30 AM – 8:00 PM EST
Proven experience in uncovering, driving, and implementing process improvements.
General Knowledge of computers and computer software applications with advanced proficiency in Google Suites (including spreadsheets, docs and presentation software)
Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion

Nice To Haves

5+ years in operations leadership, preferably in financial services or a high-growth tech company
1+ years of experience in a pre-origination loan processing environment
Experience in scaling or transforming customer support operations through workflow automation or tooling improvements
Strong operational and technology background in contact center management, with demonstrated experience overseeing Workforce Management, Quality Assurance, and Learning & Development functions to optimize performance and scalability

Responsibilities

Lead daily operations across Customer Experience channels (email, chat, phone), ensuring strong performance against productivity, adherence, and quality KPIs.
Identify and implement process automation and workflow enhancements in partnership with Product, Engineering, and other key teams.
Oversee automation platforms and tools, ensuring they are functioning as intended, aligned with operational goals, and continuously optimized based on performance data.
Analyze automation performance data to identify opportunities for enhancement, reduce manual effort, and improve overall customer experience.
Drive change management initiatives, ensuring smooth adoption of new tools, processes, and operational strategies.
Continually optimize existing operations to improve customer satisfaction, increase transaction success rates, and scale efficiently.
Mentor and develop a high-performing team of Customer Experience specialists and leads, fostering accountability, growth, and collaboration.
Leverage data-driven decision making to identify performance trends, root causes, and areas for continuous improvement.
Oversee Learning & Development, Quality Assurance, and Workforce Management functions, ensuring alignment on strategy, staffing, training, and performance optimization across all CX channels
Build operational dashboards and reports using analytics tools (e.g., Looker, MODE) to track key metrics and communicate outcomes to senior leadership.

Benefits

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