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Upstart · 1 month ago

Compliance Manager, Complaints

United States

Full-time

Remote

Senior Level

$138K/yr - $191K/yr

5+ years exp

Upstart is the leading AI lending marketplace that partners with banks and credit unions to enhance access to affordable credit. The Compliance Manager, Complaints will oversee the enterprise complaints program, ensuring compliance with regulations and improving customer experience through data-driven insights and collaboration across teams.

Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance

Responsibilities

Shape the strategic direction of Upstart’s enterprise complaints program by defining a clear vision, building governance routines, and aligning complaint oversight with broader Compliance, Risk, and Operational objectives

Transform complaint data into actionable risk intelligence by leveraging analytics and automation to identify root causes, uncover systemic issues, and proactively drive improvements in customer experience and regulatory outcomes

Enhance Upstart’s compliance management system (CMS) through strong program design, continuous control improvement, and partnership with first-line teams to ensure effectiveness as products, partnerships, and regulations evolve

Lead with influence across functions and levels — collaborating with Product, Legal, Operations, and senior leadership to ensure that complaint trends inform enterprise risk strategy, customer treatment, and regulatory engagement

Champion innovation and team development by mentoring compliance professionals, implementing process efficiencies

Qualification

Compliance Management SystemConsumer financial protection lawsData analytics toolsRisk managementLeadership experienceMentoring compliance professionalsCommunication skillsPresentation skillsCollaboration skills

Required

5+ years of experience in compliance, risk management, or operations, including 3+ years in a leadership or program ownership role within financial services or fintech

Comprehensive knowledge of U.S. consumer financial protection laws and regulations, including UDAAP, ECOA, TILA, FDCPA, FCRA, and Regulations E and Z

Proven ability to analyze and interpret complaint data to identify risk themes, drive remediation, and improve customer experience

Strong communication and presentation skills, with experience delivering complex compliance insights to senior leadership and regulators

Bachelor's degree in Business, Finance, Law, or a related field

Preferred

Master's degree, J.D., or advanced compliance certification such as CRCM, CAMS, or equivalent

Experience designing or maturing an enterprise complaints program within a rapidly scaling financial technology or lending environment

Demonstrated success partnering with regulators or auditors, including managing complaint-related exams, audits, and inquiries

Proficiency with data analytics, reporting, or automation tools (e.g., SQL, Looker, Tableau, Python) to enhance complaint insights and oversight

Experience building or enhancing a Compliance Management System (CMS), particularly in a technology-driven or AI-enabled organization

Benefits

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