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Upstart · 17 hours ago

Associate Learning and Development Partner, Servicing Operations

United States

Full-time

Remote

Mid Level

$27.45/hr - $37.98/hr

3+ years exp

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. The Associate Learning and Development Partner will focus on employee readiness and development of agent resources, driving change initiatives and learning experiences that align with business goals.

Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance

Responsibilities

Partner with business leaders, product managers, subject matter experts, and cross-functional stakeholders to assess content impact and learning needs

Serve as a key facilitator for engaging, audience-tailored sessions, including team training, change briefings, or knowledge-sharing events

Participate directly in the Operations Change Management process, ensuring content and/or training tasks are scoped, executed, and documented appropriately

Own and manage complex Servicing Enablement requests, coordinating across functions to ensure timely and effective solutions

Create or support the creation of learning solutions such as one-pagers, guided workflows, FAQs, or updates to existing training material in partnership with the Instructional Design function

Help guide junior team members and provide mentorship in learning experience design, change readiness, and stakeholder engagement

Assist in documenting and maintaining team knowledge systems such as Jira, Confluence, and virtual libraries

Proactively identify gaps in training, content, or readiness processes and take initiative to resolve them—ensuring high quality and consistent learner experience

Influence and align learning and change efforts with strategic objectives, ensuring employees are prepared to meet evolving business needs

Qualification

Learning & DevelopmentStakeholder engagementFacilitation skillsJiraConfluenceAdult learning principlesWritten communicationVerbal communicationTime management

Required

3+ years of experience in a Learning & Development, Organizational Development, or related enablement role

2+ years of experience in a Servicing Operations role or equivalent operational environment at a financial institution or fintech

Strong facilitation and presentation skills with the ability to tailor delivery to diverse audiences

Demonstrated ability to build strong cross-functional relationships and partner across all levels of an organization

Experience working with tools like Jira and Confluence, with a strong attention to detail and documentation

Demonstrated understanding of adult learning principles and how they apply in operational environments

Strong written and verbal communication skills, with the ability to simplify complex information

Preferred

5+ years of experience in Learning & Development, Organizational Change, or Program Enablement roles in a fast-paced or regulated environment

Familiarity with project management and change management frameworks

Skilled in prioritization and time management across multiple initiatives

Proven track record of independently managing complex initiatives and meeting deadlines with limited oversight

Experience contributing to or leading cross-functional projects involving training, process improvement, or system adoption

Benefits

Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart

Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year

Employee Stock Purchase Plan (ESPP)

Life and disability insurance

Generous 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