**Associate Operations Manager (Customer Experience team)**

at Upstart Columbus, OH By leveraging Upstart's AI platform, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX. Our Ops team is the fastest scaling team in the org and we're seeking fantastic people managers to join us. You'll manage a Customer Experience team who are on the front lines, communicating directly with our borrowers. As an **Associate Operations Manager** with Upstart, you will help by delivering on key operational floor metrics, workflow management and coach frontline contributors to deliver a seamless customer experience. **You don't have to be a financial services or credit guru** - we provide training to all new hires so that you can start your new role with a solid foundation. However, we do want you to be a **top-notch people manager with a passion for coaching and leading!** Our comp package includes base pay + annual bonus + equity and **amazing benefits and perks** (like a new Mac + $1000 to spend in your first year for tech equipment and catered lunch every day in our beautiful office). * Inspire, coach, and lead a team of specialists dedicated to providing frontline support to customers. Hold direct reports accountable to high standards and established targets. Deliver constructive feedback and performance reviews and facilitate performance improvement plans as needed.

* Support the team by making sure individual / team metrics and priorities are met and work is allocated efficiently. Contribute to and maintain deep firsthand knowledge of frontline work.

* Identify possible areas of process and workflow improvements and propose thoughtful solutions. Work with the leadership team and cross-functional teams to support analyses and lead special projects to drive innovation and growth.

* Diving into data to identify the root of a problem and solving it (no matter how large or small the scale).

* Represent the voice of the customer company-wide. Identify trends in customer issues and feedback, and help summarize that data in a way that is actionable to other teams.

**About Upstart**

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, were now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. Weve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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, wed love to hear from you!

**The Team**

**How youll make an impact:**

**What were looking for:**

* Minimum Requirements:

+ 1-3 years of experience in customer service/financial services leadership environment.

+ Experience managing in a highly regulated environment, with preference to financial services or technology.

+ Manager and mentor. You bring out the best in your team and coach them to deliver world class customer service and improve Upstarts operations.

+ Technology and process design. You are equally comfortable solving problems through technology as you are through operational excellence, and know when to employ the right tactic.

+ Great communicator. You connect easily with the team to understand how our operations work, and you make a convincing case to our team about how we should change

+ Dedicated and relentless leadership and project execution. Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in challenging situations. You get things done.

+ An unfailingly empathetic approach toward customers and a passion for creating excellent customer experiences

+ Fast mover. We move fast. Done is better than perfect, with continual iteration and attention to detail. You are excited to learn and help build a growing business

+ Collaborator. You work well cross-functionally with other teams, and contribute towards improving the business.

+ Problem solver. You have distinctive analytical skills and impeccable business judgement

+ BA/BS degree, Associates degree, or equivalent work experience

* Preferred Requirements:

+ Bilingual in English/Spanish

+ Experience at a startup organization

**What youll love:**

* Competitive Compensation (base + bonus & equity)

* Comprehensive medical, dental, and vision coverage

* Personal Development and Technology & Ergonomic Budgets

* Life insurance and disability benefits

* Clubs and Activities (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams)

* Generous vacation policy

* 401(k) and Employee Stock Purchase Plan (ESPP)

* Catered lunches + snacks & drinks

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.