Operations Manager, Customer Experience

The Team

Upstart’s is seeking a highly skilled and motivated Operations Manager to help lead our Customer Support Team. The Operations Manager will be responsible for overseeing the day-to-day operations of the Customer Support department, managing team production and outcomes, and providing leadership and guidance to a team of associates. The ideal candidate will have a strong background in people management, operations, and a proven track record of driving results in a fast paced environment.

As the Operations Manager, Customer Experience at Upstart, you will be responsible for ensuring the team is meeting all target KPIs, such as productivity, schedule adherence, and quality. The Operations Manager will work closely with other key leaders across Upstart to help guide and implement strategies for the department. Additionally, the Operations Manager will be responsible for providing leadership, coaching, and mentorship to associates.

Position Location - This role is available in the following locations: Columbus, Ohio. This role requires adherence to Upstart’s digital first policy and also requires 2 days  per month onsite at the Columbus,OH office. 

Time Zone Requirements - This team operates on the East Coast time zone.

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 onsites. 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:

• Manage and oversee the daily operations of the Customer Experience team, ensuring efficient and effective workflows and processes.
• Help develop and implement strategies to optimize team performance and achieve department goals and targets.
• Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
• Evaluate agent performance, team effectiveness, and customer service trends to drive continuous improvement.
• Collaborate with other departments, including Product and Engineering, Learning and Development, and  Quality Assurance to ensure seamless operations and adherence to company policies and procedures. 
• Prepare and present reports and updates on team performance, including key metrics, trends, and areas of improvement to senior management.
• Work closely alongside the Senior Ops Manager, Technical Program Manager to ensure staffing conditions are being optimized.

What we’re looking for: 

• Minimum qualifications:
  • 1+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential
  • Proven track record of managing a high-performing team in a fast-paced, customer-focused environment
  • Strong understanding of call center technology, including telephony systems, CRM software, and performance monitoring tools
  • Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management
  • Proven experience in uncovering, driving, and implementing process improvements. General Knowledge of computers and computer software applications with advanced proficiency in Google Suites (including spreadsheets, word and presentation software)
  • Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions
  • Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion
• Preferred qualifications:
  • 3+ years of people leadership experience
  • 3+ years of experience in Operations at a Financial Institution
  • 1+ years of relevant experience in call center operations
  • Experience leading and managing a mix of contractors and employees
  • Strong technology background in call center operations with demonstrated experience in workforce planning
  •  1+ years of experience in a pre-origination loan processing environment

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-Associate