Operations Manager, Loss Mitigation

Upstart Inc.•Columbus, OH

27d•Remote

About The Position

Upstart's Loss Mitigation team supports borrowers experiencing financial hardship by offering payment plans, deferrals, and settlements-while ensuring regulatory compliance and partner accountability. As a Loss Mitigation Operations Manager, you'll lead a team of Senior Specialists who manage loan servicing requests and hardship-related inquiries through phone and email. Your leadership will drive team performance, operational efficiency, and exceptional borrower support. You'll play a key role in balancing productivity targets, identifying workflow improvements, and ensuring a high-quality customer experience. This role is ideal for a people leader who excels at coaching teams, optimizing processes, and leading in fast-paced, evolving environments.

Requirements

3+ years of experience in an operations role within a Financial Institution, plus at least 2 years of managerial experience leading operations teams at a Financial Institution
Proven ability to lead high-performing teams in a fast-paced, metrics-driven environment
Experience managing operational KPIs such as productivity, quality assurance, and service levels
Strong analytical skills with experience using data to drive decisions and optimize performance
Proficiency in coaching, mentoring, and delivering structured feedback to support team development
Experience in project or process improvement initiatives, with comfort navigating both operational and technical solutions
Excellent cross-functional communication skills with the ability to influence and align stakeholders
Demonstrated ownership mindset and ability to manage complex problems independently

Nice To Haves

Experience in Collections, Loss Mitigation or an Operations Call Center at a Financial Institution
Familiarity with tools such as Salesforce, LiveVox, NICE WFM, Google Workspace, or similar platforms
Background in auto lending or loan servicing, including knowledge of FDCPA, CFPB, or other relevant regulations
Experience leading initiatives related to automation or digital servicing tools
Bachelor's degree or equivalent experience
Knowledge of high-risk portfolio management, including settlement negotiations and hardship programs

Responsibilities

Coach, develop, and lead a team of Loss Mitigation Specialists to consistently meet quality and productivity goals.
Deliver timely, constructive feedback and conduct performance reviews, including implementing performance improvement plans when needed.
Monitor daily operations to ensure efficient task allocation and workload balance across channels.
Stay closely connected to frontline operations and represent team needs in cross-functional conversations.
Partner with Product, Legal, Compliance, and Analytics teams to identify operational bottlenecks and drive process improvements.
Analyze performance metrics to uncover root causes of issues and implement scalable solutions.
Identify and communicate trends in borrower feedback to advocate for enhancements across the customer experience.
Contribute to special projects that improve automation, reduce manual workloads, and enhance the borrower journey.
This role offers visibility across multiple operational functions and the opportunity to shape borrower hardship strategy as we scale.

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