Program Manager, Issue Management

Upstart

10h•Remote

About The Position

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence. As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress. We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you. If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you. Upstart’s Issue Management team ensures the company operates with the consistency, rigor, and transparency required in a bank-regulated environment. The team partners across business units to maintain high standards for issue tracking, reporting, and resolution, enabling regulator-ready operations as Upstart transitions to a bank operating model. As a Program Manager, Issue Management, you will drive the execution layer of the program—owning reporting, communications, and cross-functional coordination that ensure SLA compliance, audit readiness, and high-quality documentation standards aligned with OCC and FDIC expectations. This is an opportunity to reduce risk through meaningful data analysis and business recommendations.

Requirements

4+ years of experience in issue management, compliance operations, program management or risk operations within a regulated financial services environment
Experience using data and reporting tools, including advanced Google Sheets/Excel, Jira (or similar ticketing systems), and BI tools such as Looker (or equivalent)
Experience drafting consumer or lender-facing communications subject to compliance or regulatory review
Working knowledge of UDAAP, FCRA, TILA, and the consumer lending lifecycle

Nice To Haves

Experience supporting regulatory exams, audits, or consent order environments
Ability to perform root cause analysis and translate findings into actionable business recommendations
Knowledge of issue management frameworks, risk controls, and SLA-driven operational processes
Demonstrated ability to influence and appropriately challenge senior leaders, set clear boundaries, and advocate for sustainable, effective ways of working
Experience identifying opportunities to automate reporting or operational workflows using data tools or AI

Responsibilities

Own program execution across reporting, communications, and issue monitoring to ensure consistent, regulator-ready operations
Produce accurate, audit-ready reporting and documentation that meets SLA requirements and regulatory expectations
Analyze issue data to identify root cause patterns and translate findings into actionable insights for business unit leads
Drive adherence to program standards (e.g., ticket hygiene, documentation quality, SLA compliance) across cross-functional partners
Partner with teams including Legal, Operations, Engineering, Investor Services, and Business Units to track, resolve, and communicate issues
Improve program outputs by enhancing reporting depth and leveraging automation and AI to scale efficiency without compromising quality

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
Health Savings Account contributions from Upstart for eligible plans
Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
Paid time off, sick and safe time, and company holidays
Paid family and parental leave to support caregiving and major life moments
Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
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
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 and onsites, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).