Operations Manager, Loan Processing

Upstart•Columbus, OH

1d•Hybrid

About The Position

Upstart's Loan Processing team is seeking a highly skilled and motivated Operations Manager to help lead our Personal Loans Team. The Operations Manager will be responsible for overseeing the day-to-day operations of the Personal Loan department, managing team production and outcomes, and providing leadership and guidance to a team of associates and Associate Operations Managers. The ideal candidate will have a strong background in people management, operations, and a proven track record of driving results in a fast paced environment. As the Operations Manager, Loan Processing at Upstart, you will be responsible for ensuring the Personal Loans team is meeting all target KPIs, such as productivity, turnaround times and touch rates, schedule adherence, and quality. The Operations Manager will work closely with other key leaders across Upstart to help guide and implement strategies for the department. Additionally, the Operations Manager will be responsible for providing leadership, coaching, and mentorship to associates and associate managers.

Requirements

2+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential
Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management.
Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.

Nice To Haves

3+ years of people leadership experience in an operations environment.
2+ years of collections and/or servicing experience.

Responsibilities

Manage and oversee the daily operations of the Personal Loans team, ensuring efficient and effective workflows and processes.
Help develop and implement strategies to optimize team performance and achieve department goals and targets.
Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
Collaborate with other departments, including Product and Engineering, Learning and Development, and Quality assurance to ensure seamless operations and adherence to company policies and procedures.
Prepare and present reports and updates on team performance, including key metrics, trends, and areas of improvement to senior management.
Work closely alongside the Head of Personal Loans, Workforce Management and Finance to ensure staffing conditions are being optimized.

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!)