Senior Director, Operational Excellence

Upstart•San Mateo, CA

13h•$198,000 - $275,000•Remote

About The Position

The Lending Operations team is responsible for delivering exceptional customer experiences while maintaining strong operational controls across the lending lifecycle. As Upstart continues to scale, Operational Excellence serves as a critical function that ensures customer issues are resolved effectively, risks are identified and mitigated, and operational processes continuously improve. The Senior Director, Operational Excellence will build and lead several high-impact functions, including Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control. This leader will establish the strategy, operating model, and team structure needed to drive consistent execution, regulatory readiness, customer-centric outcomes, and continuous improvement across Lending Operations. They will partner closely with Operations, Compliance, Legal, Risk, Product, and Engineering to identify root causes, strengthen controls, and elevate operational performance.

Requirements

12+ years of experience in operations, operational risk, operational excellence, complaint management, quality assurance, compliance operations, or related functions within financial services, fintech, banking, lending, or consumer finance.
7+ years of people leadership experience, including managing managers and leading multi-functional organizations.
Experience building and scaling operational programs, teams, and governance frameworks in a regulated environment.
Experience leading customer complaint management, issue management, quality control, audit, risk, compliance, or related operational functions.
Experience developing and presenting operational performance metrics and executive-level reporting to senior leadership.
Experience driving cross-functional initiatives involving Operations, Product, Risk, Compliance, Legal, and Technology teams.
Bachelor's degree or equivalent practical experience.

Nice To Haves

Experience leading Operational Excellence, Operational Risk, Complaint Management, Quality Assurance, or Control functions within a lending, banking, fintech, or consumer financial services organization.
Experience supporting regulatory examinations, audits, remediation programs, and control enhancement initiatives.
Knowledge of consumer protection regulations and operational risk management practices applicable to lending operations.
Experience building issue management and root-cause analysis frameworks that drive measurable business outcomes.
Experience leveraging automation, workflow tools, and data analytics to improve operational effectiveness and customer experience.
MBA or other advanced degree.
Experience operating in a high-growth technology or fintech environment.

Responsibilities

Build and lead a high-performing Operational Excellence organization spanning Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.
Develop the long-term strategy, organizational design, operating rhythms, and performance management framework for the Operational Excellence function.
Establish scalable processes for identifying, investigating, tracking, and resolving operational issues while ensuring appropriate governance and accountability.
Create and oversee complaint management programs that drive timely resolution, root-cause identification, trend analysis, and continuous improvement.
Lead the strategy and execution for identity theft investigations and credit dispute operations, ensuring compliance with applicable regulatory requirements and customer protection standards.
Design and mature a quality control program that evaluates operational performance, identifies process gaps, and drives measurable improvements in customer and business outcomes.
Partner with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations leaders to strengthen operational controls and mitigate emerging risks.
Develop executive-level reporting, dashboards, and governance mechanisms to provide visibility into operational health, customer experience, and risk trends.
Drive a culture of accountability, operational rigor, and continuous improvement through data-driven decision making.
Recruit, develop, and mentor leaders and team members while fostering an inclusive, high-performance environment.
Lead large-scale operational improvement initiatives that improve efficiency, reduce risk, and enhance the customer experience.

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 (opening Summer 2026!)