Upstart · 1 month ago
Operations Manager, Customer Experience
Columbus, OH, USA
Full-time
Onsite
Mid, Senior Level
$76K/yr - $105K/yr
3+ years expUpstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. The Operations Manager will oversee day-to-day operations of multi-channel teams, ensuring performance against KPIs and leading initiatives for process improvement and automation.
Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance
Responsibilities
Lead daily operations across Customer Experience channels (email, chat, phone), ensuring strong performance against productivity, adherence, and quality KPIs
Identify and implement process automation and workflow enhancements in partnership with Product, Engineering, and other key teams
Oversee automation platforms and tools, ensuring they are functioning as intended, aligned with operational goals, and continuously optimized based on performance data
Analyze automation performance data to identify opportunities for enhancement, reduce manual effort, and improve overall customer experience
Drive change management initiatives, ensuring smooth adoption of new tools, processes, and operational strategies
Continually optimize existing operations to improve customer satisfaction, increase transaction success rates, and scale efficiently
Mentor and develop a high-performing team of Customer Experience specialists and leads, fostering accountability, growth, and collaboration
Leverage data-driven decision making to identify performance trends, root causes, and areas for continuous improvement
Oversee Learning & Development, Quality Assurance, and Workforce Management functions, ensuring alignment on strategy, staffing, training, and performance optimization across all CX channels
Build operational dashboards and reports using analytics tools (e.g., Looker, MODE) to track key metrics and communicate outcomes to senior leadership
Qualification
Required
3+ years of people management experience demonstrating strong leadership and interpersonal skills, consistently exceeding goals, embracing leadership opportunities, and proactively seeking new challenges to drive team and organizational success
Strong understanding of contact center technology, including telephony systems, CRM software, and performance monitoring tools
Demonstrated experience in process improvement, change management, and implementing automation to drive efficiency and scalability
Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management and cross functional partners
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, docs 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
5+ years in operations leadership, preferably in financial services or a high-growth tech company
1+ years of experience in a pre-origination loan processing environment
Experience in scaling or transforming customer support operations through workflow automation or tooling improvements
Strong operational and technology background in contact center management, with demonstrated experience overseeing Workforce Management, Quality Assurance, and Learning & Development functions to optimize performance and scalability
Benefits
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
Company
Upstart
Upstart (NASDAQ: UPST) is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.
1001-5000 employees
H1B Sponsorship
Upstart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (67)
2023 (85)
2022 (85)
2021 (42)
2020 (15)
Funding
Current Stage
Public CompanyTotal Funding
$3.36BKey Investors
CastlelakeProgressiveRakuten
2025-11-06Post Ipo Debt· $1.5B
2025-09-05Post Ipo Debt· $320M
2025-08-12Post Ipo Debt· $600M
Leadership Team
Dave Girouard
Founder & CEO
Paul Gu
Co-Founder
Recent News
The Motley Fool
2026-01-03
The Motley Fool
2026-01-01
2025-12-17
Company data provided by crunchbase