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Operations Manager, Collections

  • JR102354
  • Operations
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About Upstart

Upstart is a 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 two-thirds of Upstart loans are approved instantly and are fully automated.

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; and Austin, Texas.

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

At Upstart, we are redefining the collections industry with a commitment to empathy, results, and innovation. As a Collections Manager, you will play a pivotal role in leading a high-performing team of collections professionals, driving strategy, optimizing performance, and fostering a culture that aligns with Upstart’s values. Your leadership will ensure that our collections team not only meets but exceeds performance goals while providing compassionate and effective borrower solutions.

This role is ideal for an experienced collections leader who excels in coaching teams, developing strategies, and driving measurable success in a fast-paced, performance-driven environment.

 

Position Location - This role is available in the following locations: Remote

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

In-Office requirements - You may be required to work from the Columbus office 3 days per month.

Travel requirements - As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular on-sites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

 

How you’ll make an impact:

  • Lead & Inspire: Provide strong, values-driven leadership to a team of Senior Collections Agents, fostering a high-performance and collaborative culture.
  • Drive Performance: Monitor key performance metrics (KPIs), including dollars collected per productive hour and promise-to-pay (PTP) commitments, ensuring targets are met or exceeded.
  • Enhance Strategies: Identify opportunities for process improvement, implement best practices, and drive innovation in collections techniques, borrower engagement, and recovery strategies.
  • Develop Talent: Coach and mentor team members, ensuring continuous skill development in negotiation, compliance, and customer engagement.
  • Ensure Compliance: Uphold the highest standards of regulatory adherence, including FDCPA and TCPA, while maintaining ethical and compassionate collection practices.

What Success Looks Like

Your success as a Frontline Collections Operations Manager will be measured by your ability to lead a high-performing team and consistently achieve exceptional results in:

  • Team Productivity & Efficiency: Maximizing recovery efforts while ensuring operational excellence.
  • Promise-to-Pay Fulfillment: Driving adherence to PTP commitments through coaching and process optimization.
  • Strategic Innovation: Implementing and refining collections strategies that balance borrower experience with business objectives.
  • Employee Engagement & Development: Cultivating a motivated and skilled team through leadership, training, and support.
  •  Servant leader mindset, prioritizing the growth and success of your team.
  • Strong analytical and strategic thinking skills to optimize collections processes.

 

What we’re looking for: 

Minimum qualifications:

  • 3+ years of collections experience, with at least 2 years in a leadership or managerial role.
    • Proven track record of managing teams in a fast-paced, results-oriented environment, driving collections performance while maintaining compliance and borrower experience.
  • Demonstrated success in managing high-performing collections teams in a fast-paced environment.
    • Ability to set clear goals, track team performance, and drive accountability while fostering a collaborative and motivated work culture.
  • Strong ability to analyze data and optimize performance metrics.
    • Experience leveraging analytics to identify trends, improve collections strategies, and drive efficiency in key performance indicators (KPIs), such as dollars collected per productive hour and promise-to-pay (PTP) commitments.
  • Proficiency in coaching, mentoring, and performance management to drive team success.
    • Skilled in developing employees through structured training, real-time coaching, and performance-based incentives to enhance collections effectiveness.

Preferred qualifications:

  • High-Risk Portfolio Management & Recovery Strategies – Expertise in handling delinquent accounts, negotiating settlements, and implementing hardship programs to maximize recovery.
  • Auto Lending & Loan Servicing Experience – Knowledge of repossession, deficiency balance recovery, and regulatory compliance (FDCPA, CFPB, etc.).
  • Process Improvement & Technology-Driven Solutions – Ability to enhance collections strategies through automation, AI, and digital communication platforms for efficiency.
  • Team Leadership & Performance Management – Proven ability to coach, develop, and manage high-performing collections teams.
  • Data-Driven Strategy & Compliance – Strong analytical skills to optimize repayment plans, improve contact rates, and ensure adherence to industry regulations.
  • Cross-Team Collaboration & Stakeholder Influence – Excellent communication and problem-solving skills to drive operational success while balancing compliance and customer experience.

 

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

 

#LI-REMOTE

#LI-Associate

At Upstart, your base pay is one part of your total compensation package.  The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Base Salary Range
$75,900—$105,000 USD

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together. 

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com

https://www.upstart.com/candidate_privacy_policy

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