Principal Product Manager, Servicing

  • R-6137
  • Product
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About Upstart

Upstart is the 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 80% of borrowers are approved instantly, with zero documentation to upload.

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: 

Upstart’s Servicing team is responsible for the entire customer journey after a loan is funded. We ensure that borrowers stay on track with payments, help them when they struggle to pay, and drive collections and recoveries when they are unable to pay. We do this through a combination of borrower-facing tools, customer support agents, and AI-agents, powered by Upstart’s ML-driven decision making. We deliver better financial outcomes for borrowers, and business outcomes for Upstart.

As the Principal Product Manager for Servicing at Upstart, you will lead the charge on leveraging machine learning to deliver more personalized experiences across the borrower journey, to deliver massive business impact. You will partner closely with the Machine Learning team to establish better infrastructure, process, and culture for delivering ML-based interventions, and translate that into user-facing impact by reaching the right borrowers, at the right time, with the right intervention. You’ll deliver solutions that answer questions like “when should borrowers schedule their payments?”, “ Which borrowers should receive financial hardship offers?”, “ Which support agents should take calls related to Collections?” … and much more.

How you’ll make an impact

  • Define the strategy how and where ML-based interventions can have the most impact within Servicing at Upstart
  • Create systems and processes that enable the team to consistently deliver ML models that drive outsized business impact
  • Partner closely with other PMs and engineers across servicing to understand the borrower touchpoints and interventions that should be more personalized
  • Deeply understand Upstart’s borrowers, enabling you to design systems that make the right personalization decisions
  • Establish and track success metrics to assess the impact of product and operations initiatives, ensuring continuous improvement and concrete business impact.
  • Leverage data-driven insights to make informed product decisions, identifying opportunities for optimization and testing hypotheses to improve key metrics.
  • Make smart trade-offs to inform the ongoing product roadmap, prioritizing the features with the highest ROI and experimenting when necessary.

 

Minimum Qualifications 

  • 6+ years experience in a product management role building both ML-based systems and consumer-facing products
  • Demonstrated success in driving business outcomes through a balance of quantitative  metrics and qualitative understanding. You’re clever and enterprising when it comes to having the minimum data necessary to make an informed decision. Your risk tolerance is well honed.
  • Strong product sense.  You have independently authored and executed on a multi-quarter roadmap, and have been around to see the consequences (good and bad) of your decisions.
  • Rigorous and analytical problem solving; well structured, concise, and highly effective communication.
  • Ownership and growth mindset. You act like an owner. You’re often right, but humble and open minded about being wrong. You’re perpetually dissatisfied and striving to improve yourself and the team

 

Preferred Qualifications

  • Experience building products in fintech, credit servicing, or customer support environments
  • Familiarity with voice, chat, or AI-driven multi-modal UX
  • Aptitude for and interest in credit and personal finance economic concepts
  • Demonstrated and expressed mission orientation, and outsized results that match your passion

Position location This role is available in the following locations: Remote

Time zone requirements The 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. 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.

 

#LI-REMOTE

#LI-MidSenior

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
$187,900—$260,000 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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