Principal Product Manager, Delinquent Borrower Experience

Upstart•San Francisco, CA

35d•Remote

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: Upstart’s Servicing team is responsible for the entire customer journey after a loan is funded. We ensure that borrowers stay on track with payments, help them when they struggle to pay, and drive collections and recoveries when they are unable to pay . We do this through a combination of borrower-facing tools, customer support agents, and AI-agents, powered by Upstart’s ML-driven decision making. We deliver better financial outcomes for borrowers, and business outcomes for Upstart. As the Principal Product Manager for Servicing at Upstart, you will be responsible for Upstart’s overall strategy for helping delinquent borrowers get back on track. Borrowers start out with the intent to pay back their loan, but for some of them, life’s inevitable challenges get in the way. You’ll partner with design, engineering, and operations to design more personalized plans and guidance to help borrowers in some of their most vulnerable financial moments, delivering huge business impact for Upstart in the process.

Requirements

6+ years experience in a product management role building both consumer-facing products and internal operational tools
Demonstrated success in driving business outcomes through a balance of quantitative metrics and qualitative understanding. You’re clever and enterprising when it comes to having the minimum data necessary to make an informed decision. Your risk tolerance is well honed.
Strong product sense. You have independently authored and executed on a multi-quarter roadmap, and have been around to see the consequences (good and bad) of your decisions.
Rigorous and analytical problem solving; well structured, concise, and highly effective communication.
Ownership and growth mindset. You act like an owner. You’re often right, but humble and open minded about being wrong. You’re perpetually dissatisfied and striving to improve yourself and the team

Nice To Haves

Experience building products in fintech, credit servicing, or customer support environments
Familiarity with voice, chat, or AI-driven multi-modal UX
Aptitude for and interest in credit and personal finance economic concepts
Demonstrated and expressed mission orientation, and outsized results that match your passion

Responsibilities

Define the strategy for helping delinquent borrowers get back on track through tactics like personalized payment plans loan modifications, in partnership with design, engineering, and operations
Deeply understand the delinquent borrowers, in collaboration with design, to deliver products that solve real human problems
Establish and track success metrics to assess the impact of product and operations initiatives, ensuring continuous improvement and concrete business impact, and managing tradeoffs to drive long term impact
Leverage data-driven insights to make informed product decisions, identifying opportunities for optimization and testing hypotheses to improve key metrics.
Make smart trade-offs to inform the ongoing product roadmap, prioritizing the features with the highest ROI and experimenting when necessary.

Benefits

At Upstart, your base pay is one part of your total compensation package.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume