Senior Complaints Manager

Upstart

4d•$104,800 - $145,000•Remote

About The Position

Upstart's Complaints team, within Lending Operations, is responsible for managing consumer complaints across our lending products. The team handles complaints received directly from customers and through external regulatory channels, ensuring timely, compliant resolutions while identifying opportunities to improve the customer experience. As the Senior Operations Manager, Complaints at Upstart, you will lead a team responsible for complaint intake, investigation, resolution, and regulatory response. You will play a critical role in strengthening our complaints management framework, developing team leaders, and building scalable processes that support regulatory readiness and continuous improvement across the business.

Requirements

6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management.
3+ years of experience directly managing people within complaints operations or a related regulated financial services function.
Experience overseeing the investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies.
Experience applying consumer financial protection regulations and regulatory complaint response requirements within a banking or consumer lending environment.
Experience managing complaint operations performance through service-level metrics, workforce capacity planning, and operational reporting.

Nice To Haves

Experience managing complaints within a traditional banking environment, particularly across mortgage, auto, or other secured lending products.
Knowledge of regulatory complaint management expectations involving the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), and other external complaint channels.
Ability to evaluate existing operating models and implement scalable workflows, controls, and reporting processes in evolving regulatory environments.
Skills in using complaint data, trend analysis, and root cause findings to influence cross-functional partners and improve customer outcomes.
Ability to coach and develop team leaders, navigate organizational change, and apply emerging technologies, including AI tools, to improve operational effectiveness with appropriate oversight.

Responsibilities

Lead and develop a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement.
Oversee end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints.
Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and consistently meet service-level and regulatory requirements.
Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes.
Analyze complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements.
Develop meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
Health Savings Account contributions from Upstart for eligible plans (US only)
Income protection benefits, including life insurance and disability coverage for added financial security
Paid time off, sick leave, and company holidays, in line with local requirements
Paid family and parental leave to support caregiving and major life moments (duration varies by country)
Family-centered benefits to support fertility, parenthood, and caregiving needs
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 (US Only)
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, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City