Program Manager, Servicing Operations

Upstart•San Mateo, CA

3d•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; 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 Servicing & Enablement team is responsible for driving strategic initiatives, operational readiness, and scalable improvements across all facets of the Servicing vertical. We work cross-functionally with engineering, product, compliance, and operations to launch high-impact projects, improve efficiency, and deliver effortless borrower experiences. Our goal is to lead high-quality, scalable programs that support long-term servicing strategy and enable teams to operate with excellence. As a Program Manager at Upstart, you will lead complex, cross-functional initiatives from scoping through implementation. You will shape long-term strategy through scalable program investments, ensure alignment across partner teams, and serve as a force multiplier for senior leadership by independently executing these initiatives. You’ll bring clarity to challenging, ambiguous problem sets. How you’ll make an impact Lead the Servicing Accelerator Program, a multi-year rotational development program for early-career professionals: Oversee program iterations, cohort hiring & onboarding, and rotational planning across multiple Servicing functions. Partner with senior leaders to align rotations with business needs and participant development goals. Lead classroom-style learning modules throughout each cohort’s lifecycle Develop measurable success metrics for program effectiveness and advancement readiness Drive employee engagement strategy for all Servicing sites (internal + vendor): Own Servicing engagement calendar including events, recognition programs, Customer Service Week, and onsite experiences. Translate engagement insights (e.g., from pulse surveys, “Two Cents” feedback, listening tours) into actionable plans that improve sentiment and retention. Partner with People Ops, L&D, and vendor leadership to align engagement strategies across the full network. Build scalable frameworks and rhythms that make engagement and development systematic: Standardize playbooks for engagement and development programs across internal and vendor teams. Create clear measurement frameworks for initiatives such as “Two Cents,” onsite planning, and leadership roundtables. Maintain annual budget tracking, planning, and reporting on engagement and development investments. Lead communications and storytelling around Servicing engagement and development programs, crafting narratives that celebrate success and inspire participation. Represent Servicing Programs in enterprise talent forums, ensuring the Servicing function’s needs and successes are visible at the company level.

Requirements

4-6+ years of experience in program management, employee engagement, learning & development, or organizational effectiveness.
Proven success designing and executing scalable employee programs across multiple locations or vendors.
Demonstrated ability to translate feedback and engagement data into action with measurable outcomes.
Experience developing and delivering learning or leadership development content.
Strong stakeholder management skills — able to build trust and alignment across People, Operations, and vendor partners.
Excellent communication and storytelling skills; comfortable presenting to senior leadership and facilitating large groups.
Highly organized, proactive, and impact-oriented — able to move seamlessly between strategy and execution.

Nice To Haves

Experience in Servicing, Operations, or Contact Center environments, ideally within fintech or financial services.
Prior ownership of an early-career rotational or development program.
Experience in vendor management or building cultural consistency across third-party partners.
Familiarity with engagement measurement tools (e.g., pulse surveys, eNPS) and turning qualitative feedback into quantitative insights.
Demonstrated success driving cross-functional initiatives that touch People Ops, Risk, and Compliance.
Passion for developing people and helping early-career professionals grow into future Servicing leaders.

Responsibilities

Lead the Servicing Accelerator Program, a multi-year rotational development program for early-career professionals: Oversee program iterations, cohort hiring & onboarding, and rotational planning across multiple Servicing functions.
Partner with senior leaders to align rotations with business needs and participant development goals.
Lead classroom-style learning modules throughout each cohort’s lifecycle
Develop measurable success metrics for program effectiveness and advancement readiness
Drive employee engagement strategy for all Servicing sites (internal + vendor): Own Servicing engagement calendar including events, recognition programs, Customer Service Week, and onsite experiences.
Translate engagement insights (e.g., from pulse surveys, “Two Cents” feedback, listening tours) into actionable plans that improve sentiment and retention.
Partner with People Ops, L&D, and vendor leadership to align engagement strategies across the full network.
Build scalable frameworks and rhythms that make engagement and development systematic: Standardize playbooks for engagement and development programs across internal and vendor teams.
Create clear measurement frameworks for initiatives such as “Two Cents,” onsite planning, and leadership roundtables.
Maintain annual budget tracking, planning, and reporting on engagement and development investments.
Lead communications and storytelling around Servicing engagement and development programs, crafting narratives that celebrate success and inspire participation.
Represent Servicing Programs in enterprise talent forums, ensuring the Servicing function’s needs and successes are visible at the company level.

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