Associate Operations Manager, Customer Contact Specialist

The Team

Upstart’s Operations team is the fastest growing team in the org and we're seeking an Associate Operations Manager who will oversee a team of Customer Contact Specialist agents who are answering phone contacts and replying to applicant emails. You will partner with various leaders and teams across the organization such as Compliance, Learning and Development, and Quality Assurance. This is a great opportunity for candidates who are interested in working in a fast-paced environment, want to make a big impact, and win as a team to scale a growing business.

The Associate Operations Manager of the Customer Contact Specialist team must be able to commit to one of the following shift times: 9:00AM-5:30PM EST OR 11:30AM-8:00 PM EST.  

Position Location - This role is available in the following locations: Columbus, OH. While the majority of the work will be completed remotely, it is required for this team to be in office up to multiple times a month.

Time Zone Requirements - This team operates on the East/West Coast time zones.

Travel Requirements -  As a digital first company, the majority of your work can be accomplished remotely. It is expected to be onsite in the Columbus, OH office up to multiple times a month or as requested by leadership.

How you’ll make an impact:

• Leading and managing the day-to-day operations of the Customer Contact Specialist team, ensuring efficient workflow and adherence to phone and case SLAs.
• Providing training, guidance, and performance feedback to team members to ensure high standards of accuracy, compliance, and customer service.
• Will manage the team’s learning and development, ensure workforce efficiency through effective scheduling and adherence, and uphold quality control standards to achieve exceptional customer service.
• Developing and implementing process improvements to enhance operational efficiency and effectiveness.
• Collaborating with other departments, such as loan processing, to resolve issues and streamline processes.
• Monitoring and reporting on key performance indicators (KPIs) and ensuring the team meets or exceeds targets.
• Maintaining up-to-date knowledge of industry regulations and company policies, ensuring the team's adherence to all relevant guidelines and standards.
• Addressing and resolving escalated issues from customers or team members in a professional and timely manner.
• Fostering a positive and collaborative work environment, promoting continuous learning and development.

What we’re looking for: 

• Minimum qualifications:
  • 2+ years of experience in an operations role focused on customer success at a financial institution.
  • Commitment to one of the following shift times: 9:00AM-5:30PM EST OR 11:30AM-8:00 PM EST. 
  • Has experience and a deep understanding of how to apply policies, processes, and procedures to the operations team’s day-to-day work and identify necessary changes to help align with the department’s vision and voice.
  • Demonstrate ability to work independently and meet deadlines with limited supervision, and balance working fast with a high degree of accuracy and detail.
  • Strong communicator experienced in cross-functional collaboration within team environments, adept at representing operational processes and procedures to team members and leaders.
  • Strong analytical aptitude with keen attention to detail.

• Preferred qualifications:
  • 2+ years of experience in an operations role focused on onboarding and/or loan application processing.
  • 2+ years of experience in a supervisory or leadership role, demonstrating the ability to manage a team, provide direction, and ensure the achievement of performance goals. Experience should include responsibilities such as coaching, performance management, conflict resolution, and employee development.
  • Direct knowledge of MPL (Marketplace Loan) industry.
  • Knowledge of and experience working with consumer lending products and in the fintech landscape.
  • Strong knowledge of key financial services regulatory requirements such as UDAAP, TILA, GLBA, TCPA, SCRA, etc.

What you'll love: 

• 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

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