Upstart · 1 month ago
Operations Manager, Loss Mitigation
United States
Full-time
Remote
Mid, Senior Level
$76K/yr - $105K/yr
5+ years expUpstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As a Loss Mitigation Operations Manager, you will lead a team of Senior Specialists to manage loan servicing requests and hardship-related inquiries, driving team performance and operational efficiency while ensuring exceptional borrower support.
Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance
Responsibilities
Coach, develop, and lead a team of Loss Mitigation Specialists to consistently meet quality and productivity goals
Deliver timely, constructive feedback and conduct performance reviews, including implementing performance improvement plans when needed
Monitor daily operations to ensure efficient task allocation and workload balance across channels
Stay closely connected to frontline operations and represent team needs in cross-functional conversations
Partner with Product, Legal, Compliance, and Analytics teams to identify operational bottlenecks and drive process improvements
Analyze performance metrics to uncover root causes of issues and implement scalable solutions
Identify and communicate trends in borrower feedback to advocate for enhancements across the customer experience
Contribute to special projects that improve automation, reduce manual workloads, and enhance the borrower journey
Qualification
Required
3+ years of experience in an operations role within a Financial Institution, plus at least 2 years of managerial experience leading operations teams at a Financial Institution
Proven ability to lead high-performing teams in a fast-paced, metrics-driven environment
Experience managing operational KPIs such as productivity, quality assurance, and service levels
Strong analytical skills with experience using data to drive decisions and optimize performance
Proficiency in coaching, mentoring, and delivering structured feedback to support team development
Experience in project or process improvement initiatives, with comfort navigating both operational and technical solutions
Excellent cross-functional communication skills with the ability to influence and align stakeholders
Demonstrated ownership mindset and ability to manage complex problems independently
Preferred
Experience in Collections, Loss Mitigation or an Operations Call Center at a Financial Institution
Familiarity with tools such as Salesforce, LiveVox, NICE WFM, Google Workspace, or similar platforms
Background in auto lending or loan servicing, including knowledge of FDCPA, CFPB, or other relevant regulations
Experience leading initiatives related to automation or digital servicing tools
Bachelor's degree or equivalent experience
Knowledge of high-risk portfolio management, including settlement negotiations and hardship programs
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