Operations Manager, Loan Processing

Upstart•Columbus, OH

3d•Hybrid

About The Position

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; Austin, Texas; and New York City, NY (opening Summer 2026). 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: 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 (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