Program Manager, Issue Management
Program Manager, Issue Management
- R-7393
- Operations
About Upstart
At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.
As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.
We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you.
If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.
The Team:
Upstart’s Issue Management team ensures the company operates with the consistency, rigor, and transparency required in a bank-regulated environment. The team partners across business units to maintain high standards for issue tracking, reporting, and resolution, enabling regulator-ready operations as Upstart transitions to a bank operating model.
As a Program Manager, Issue Management, you will drive the execution layer of the program—owning reporting, communications, and cross-functional coordination that ensure SLA compliance, audit readiness, and high-quality documentation standards aligned with OCC and FDIC expectations. This is an opportunity to reduce risk through meaningful data analysis and business recommendations.
How you’ll make an impact
- Own program execution across reporting, communications, and issue monitoring to ensure consistent, regulator-ready operations
- Produce accurate, audit-ready reporting and documentation that meets SLA requirements and regulatory expectations
- Analyze issue data to identify root cause patterns and translate findings into actionable insights for business unit leads
- Drive adherence to program standards (e.g., ticket hygiene, documentation quality, SLA compliance) across cross-functional partners
- Partner with teams including Legal, Operations, Engineering, Investor Services, and Business Units to track, resolve, and communicate issues
- Improve program outputs by enhancing reporting depth and leveraging automation and AI to scale efficiency without compromising quality
Minimum Qualifications
- 4+ years of experience in issue management, compliance operations, program management or risk operations within a regulated financial services environment
- Experience using data and reporting tools, including advanced Google Sheets/Excel, Jira (or similar ticketing systems), and BI tools such as Looker (or equivalent)
- Experience drafting consumer or lender-facing communications subject to compliance or regulatory review
- Working knowledge of UDAAP, FCRA, TILA, and the consumer lending lifecycle
Preferred Qualifications
- Experience supporting regulatory exams, audits, or consent order environments
- Ability to perform root cause analysis and translate findings into actionable business recommendations
- Knowledge of issue management frameworks, risk controls, and SLA-driven operational processes
- Demonstrated ability to influence and appropriately challenge senior leaders, set clear boundaries, and advocate for sustainable, effective ways of working
- Experience identifying opportunities to automate reporting or operational workflows using data tools or AI
Position location 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 or Canada (outside of Quebec) but are expected to spend high quality time in-person collaborating via regular onsites and in-person meetings. The onsite cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.
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).
What you'll love
At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
- Paid time off, sick and safe time, and company holidays
- Paid family and parental leave to support caregiving and major life moments
- Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
- 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
- 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 and onsites, all-company updates, and employee resource groups (ERGs)
- Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.
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
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