Remote Head of Borrower Success & Experience

OhioX; Northern (KY); Hybrid; USD 128,000 - 177,000; Full time

Benefits offered by this job

Remote work

Job summary

Upstart is seeking a Head of Borrower Success to lead and evolve Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling effective operating systems, strengthening performance and controls, and developing teams that deliver consistent results in a complex, evolving environment.

You will partner with Product, Engineering, Analytics, and Compliance to improve workflows, customer journeys, and support tooling while

Qualifications

• Bachelor’s degree or equivalent practical experience.

Responsibilities

• Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email, with accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency.
• Establish consistent performance management, coaching, and quality frameworks that improve borrower outcomes and operational performance across teams and vendor sites.
• Use operational data and reporting to identify trends, diagnose root causes, and prioritize opportunities to improve service quality, efficiency, and scalability.
• Strengthen operational controls and quality programs to reduce errors, improve compliance performance, and support sustainable growth.
• Partner with Product and Engineering to reduce avoidable borrower contacts, simplify customer journeys, expand effective self-service, and improve support tooling and automation.
• Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows, operating programs, and the end‑to‑end borrower experience.

Education

Bachelor’s degree or equivalent practical experience

Job description

Upstart is seeking a Head of Borrower Success to lead and evolve Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling effective operating systems, strengthening performance and controls, and developing teams that deliver consistent results in a complex, evolving environment.

You will partner with Product, Engineering, Analytics, and Compliance to improve workflows, customer journeys, and support tooling while