Operations Manager, Disputes

Upstart Inc.•Columbus, OH

57d•Remote

About The Position

Upstart's Disputes team is responsible for managing all aspects of the customer dispute process. This includes handling direct and indirect credit disputes. The team ensures compliance with all regulatory requirements, maintains service level agreements (SLAs), and delivers high-quality, timely resolutions for every customer interaction. As the Operations Manager, Disputes at Upstart, you will lead a high-performing team responsible for managing all incoming disputes and related claims. You'll oversee daily operations, guide the team through complex workflows, and partner cross-functionally to enhance efficiency, maintain compliance, and improve the customer experience. You will play a pivotal role in ensuring Upstart upholds its commitment to accuracy, fairness, and timeliness in all dispute-related matters.

Requirements

Bachelor's degree in Business, Finance, Operations Management, or a related field, or equivalent practical experience.
4+ years of experience in operations, credit disputes, or consumer lending environments.
Minimum of 4 years experience in an operations management role, including at least 2 years focused exclusively managing and leading a dispute and fraud operations team.
Strong understanding of FCRA, SCRA, and identity theft claim handling requirements.
Proven track record of meeting SLAs and driving performance through metrics and process improvement.
Demonstrated success in revamping and leading a fraud or identity theft investigations team, including implementation of process improvements that resulted in measurable gains in efficiency and risk reduction.
Extensive experience with various identity theft typologies (e.g., synthetic ID, account takeover, new account fraud).
Strong understanding of Metro 2 Reporting Standards.
Expertise in fraud claim validation best practices.

Nice To Haves

Experience working in fintech, banking, or a credit reporting environment.
e-Oscar expertise and managing indirect disputes received from the credit reporting agencies.
Skilled in process optimization, workflow automation, and root cause analysis.
Knowledge of credit reporting systems and dispute management tools.
Ability to interpret and apply regulatory requirements to operational processes.
Excellent written and verbal communication skills with the ability to communicate complex information clearly.
Demonstrated ability to lead through change and foster a culture of accountability and continuous improvement.

Responsibilities

Lead and manage the day-to-day operations of the Disputes team, supporting a group of 10 specialists.
Act as the primary escalation point for complex or sensitive disputes, ensuring timely and compliant resolution.
Oversee and streamline workflows for credit disputes to meet internal and regulatory SLAs.
Implement process improvements to increase operational efficiency and accuracy. Partner with the product team to create automation where possible.
Collaborate cross-functionally with Compliance, Legal, Credit Reporting, and Customer Operations teams to align on policies and escalations.
Monitor Quality assurance metrics and provide coaching, feedback, and professional development to team members to foster growth and engagement.
Track and analyze dispute trends to identify root causes, mitigate risks, and inform process or policy updates.
Ensure adherence to Fair Credit Reporting Act (FCRA).

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