Operations Manager, Loan Processing

Upstart

Columbus (OH)

Hybrid

USD 79,000 - 109,200

Full time

14 days+

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Benefits offered by this job

Competitive compensation

401k with company match

Comprehensive health coverage

Paid time off and parental leave

Employee Assistance Program

Job summary

Upstart is seeking a skilled Operations Manager to lead the Personal Loans Team in Columbus, OH. This role involves managing day-to-day operations, ensuring the team meets target KPIs, and collaborating with key leaders to implement effective strategies.

The ideal candidate will bring over 2 years of people management experience and a proven track record in operations. Upstart offers a competitive compensation package, including bonuses and health benefits, along with a commitment to inclusive hiring practices.

Qualifications

2+ years of people management experience with strong leadership and interpersonal skills.
Excellent written and verbal communication skills.
Strong analytical and problem-solving skills.

Responsibilities

Manage daily operations of the Personal Loans team.
Develop strategies to optimize team performance.
Monitor team performance metrics and implement corrective actions.
Collaborate with other departments including Product and Engineering.

Skills

People management experience

Lead and motivate teams

Excellent communication skills

Analytical skills

Problem-solving skills

Education

Bachelor's degree or equivalent

Job description

About Upstart

Upstart’s mission is to radically reduce the cost and complexity of borrowing for all Americans. We bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. We are digital-first and support flexible work arrangements across 80+ cities in the US and Canada, with in-person connections through team onsites, planning sessions, and creative collaboration. Offices are in Columbus, Austin, the Bay Area, and New York City (opening Summer 2026).

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team

Upstart’s Loan Processing team is seeking a highly skilled and motivated Operations Manager to lead the Personal Loans Team. The Operations Manager will oversee day-to-day operations of the Personal Loan department, manage team production and outcomes, and provide leadership and guidance to a team of associates and Associate Operations Managers. The ideal candidate will have a strong background in people management, operations, and a track record of driving results in a fast-paced environment.

As the Operations Manager, Loan Processing at Upstart, you will ensure the Personal Loans team meets target KPIs such as productivity, turnaround times and touch rates, schedule adherence, and quality. You will work closely with other key leaders across Upstart to guide and implement strategies for the department, and provide leadership, coaching, and mentorship to associates and associate managers.

How you’ll make an impact

Manage and oversee the daily operations of the Personal Loans team, ensuring efficient and effective workflows and processes.
Develop and implement strategies to optimize team performance and achieve department goals and targets.
Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
Collaborate with Product and Engineering, Learning and Development, and Quality Assurance to ensure seamless operations and adherence to policies and procedures.
Prepare and present reports on team performance, including key metrics and trends to senior management.
Work closely with the Head of Personal Loans, Workforce Management, and Finance to optimize staffing conditions.

Minimum Qualifications

2+ years of people management experience with strong leadership and interpersonal skills, and the ability to motivate and inspire others.
Excellent written and verbal communication skills, with the ability to effectively communicate with team members and senior management.
Strong analytical and problem-solving skills with the ability to identify issues and develop data-driven solutions.

Preferred Qualifications

3+ years of people leadership experience in an operations environment.
2+ years of collections and/or servicing experience.

Position location

This role is available in the following location: Columbus, OH.

Time zone requirements

The team operates on the East Coast time zones.

In- Office requirements

You will be required to work from the Easton, OH office 2 days per week.

LI-Associate

Compensation and benefits

At Upstart, base pay is one part of total compensation. The anticipated base salary for this position is within the range shown below and varies by geographic location and individual qualifications. Salary is determined by job-related skills, experience, and training. The recruiter can share specifics during the hiring process.

In addition, Upstart provides target bonuses, equity compensation, and a comprehensive benefits package (including medical, dental, vision, and 401k).

Columbus, OH – Anticipated Base Salary Range

$79,000 — $109,200 USD

What you’ll love

Our benefits support health, financial well-being, family, and personal growth. Highlights include:

Competitive compensation with base pay, bonus opportunities, and quarterly-vesting equity grants
Retirement benefits with company match (up to $15,000 annually) in the US; Canada plans available
Employee Stock Purchase Plan (ESPP) options for eligible employees (US)
Comprehensive health coverage (medical, dental, vision) and wellness resources
Health Savings Account contributions (US)
Life insurance and disability coverage
Paid time off, sick leave, and holidays
Paid family and parental leave (duration varies by country)
Fertility, parenthood, and caregiving support
Employee Assistance Program (EAP) and financial wellness resources
Annual wellness and productivity allowances
Team events, company updates, and ERGs
Onsite perks in offices with catered meals and stocked kitchens