AI-Driven CX Operations Lead

Upstart; Columbus (OH); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Upstart is seeking a Lead Operations Associate, Customer Experience, to enhance performance across phone, email, and chat channels. You will analyze workforce needs, investigate issues, and drive improvements with cross-functional teams to improve quality and service levels.

You will partner with Operations Managers to interpret demand and capacity data, support coaching, and coordinate automation refinements. This role requires on-site presence in Columbus, OH part-time with a hybrid schedule.

Qualifications

• Experience resolving complex customer or operational issues across systems and channels.
• Experience analyzing demand, handle time, service levels, backlog, and coverage to guide staffing.
• Experience supporting peer development through training and guidance.
• Experience coordinating improvements across teams from evidence gathering to testing solutions.

Responsibilities

• Monitor queue health, service levels, backlog, and trends to improve performance across channels.
• Investigate complex issues and root causes, propose fixes, verify outcomes.
• Interpret demand and capacity data with managers to adjust staffing or scheduling.
• Provide training, guidance, and feedback; maintain resources and coaching.
• Define requirements, test rollouts, and document incidents and automation improvements.

Skills

Complex issue resolution

Operations data analysis

Peer training & guidance

Root cause investigation

Tools

Workforce management platforms

Routing systems

Operational dashboards

Spreadsheet analysis

Job description

Upstart is seeking a Lead Operations Associate, Customer Experience, to enhance performance across phone, email, and chat channels. You will analyze workforce needs, investigate issues, and drive improvements with cross-functional teams to improve quality and service levels.

You will partner with Operations Managers to interpret demand and capacity data, support coaching, and coordinate automation refinements. This role requires on-site presence in Columbus, OH part-time with a hybrid schedule.