Lead Ops & CX Innovator (AI Tools)

OhioX; Columbus (OH); Hybrid; USD 39,000 - 55,000; Full time

Job summary

Upstart is seeking a Lead Operations Associate, Customer Experience, to support daily team health by building AI tools, analyzing demand, and guiding peers. Based in Columbus, OH, the role blends hands-on problem solving with cross‑functional collaboration.

You’ll work on staffing, process improvements, and escalation coaching, partnering with Operations Managers to improve quality, productivity, and service levels while documenting risks and guiding improvements to results.

Qualifications

• Experience resolving complex customer or operational issues across systems and channels.
• Experience analyzing operational or workforce data to recommend staffing or scheduling responses.
• Experience supporting peer development through training, process guidance, or routine feedback.
• Experience investigating root causes and coordinating operational improvements across teams.

Responsibilities

• Improve performance across phone, email, and chat by monitoring queue health, service levels, backlog, and staffing gaps.
• Investigate complex applicant issues, identify root causes, recommend fixes, and verify improvements.
• Partner with workforce management to interpret demand, capacity, coverage, occupancy, adherence, and shrinkage data for staffing adjustments.
• Provide peer training, process guidance, resources, and spot checks; escalate coaching as needed to Operations Managers.
• Coordinate improvements with internal and vendor partners, define requirements, test rollouts, and document incidents.

Skills

Issue resolution

Data analysis

Peer training

Root cause analysis

Tools

Workforce management platforms

Routing systems

Operational dashboards

Spreadsheet analysis

Job description

Upstart is seeking a Lead Operations Associate, Customer Experience, to support daily team health by building AI tools, analyzing demand, and guiding peers. Based in Columbus, OH, the role blends hands-on problem solving with cross‑functional collaboration.

You’ll work on staffing, process improvements, and escalation coaching, partnering with Operations Managers to improve quality, productivity, and service levels while documenting risks and guiding improvements to results.