Senior Complaints Leader (Remote) – Drive Customer Outcomes

Upstart; United States; Remote; USD 105,000 - 145,000; Full time

Benefits offered by this job

Competitive compensation

Equity opportunities

401(k) with company match

Job summary

Upstart, a digital-first lending platform, is seeking a Senior Operations Manager, Complaints. This role leads a team responsible for intake, investigation, resolution, and regulatory responses, strengthening the complaints framework and scaling processes for ongoing compliance and customer experience improvements.

Based remotely in the United States, you will collaborate with Compliance, Product, Risk & Controls, and Ops leaders to optimize workflows, measure performance, and deliver timely,

Qualifications

• 6+ years in consumer lending, banking operations, or financial services with direct complaint management experience.
• 3+ years directly managing people within complaints operations or a regulated financial function.
• Experience investigating, resolving, and remediating consumer complaints, including regulatory escalations.
• Experience applying consumer financial protection regulations in banking or lending.
• Experience driving performance via SLAs, workforce planning, and operational reporting.

Responsibilities

• Lead and develop a team of complaints operations managers, team leads, and associates with clear expectations and accountability.
• Oversee end-to-end complaint operations across consumer lending products and ensure timely, compliant resolutions.
• Evaluate and improve complaint workflows, team structure, reporting, and capacity to enhance efficiency.
• Partner with Compliance, Product, Risk & Controls, and Operations leaders on complaint handling and regulatory readiness.
• Analyze complaint trends and root causes to drive product/process improvements.
• Develop meaningful performance reporting and controls to track volumes, timelines, risks, and opportunities.

Skills

Team leadership

Operations management

Regulatory compliance

Data analytics

Stakeholder collaboration

Process improvement

Education

Bachelor's degree in Business, Finance, or related field

Job description

Upstart, a digital-first lending platform, is seeking a Senior Operations Manager, Complaints. This role leads a team responsible for intake, investigation, resolution, and regulatory responses, strengthening the complaints framework and scaling processes for ongoing compliance and customer experience improvements.

Based remotely in the United States, you will collaborate with Compliance, Product, Risk & Controls, and Ops leaders to optimize workflows, measure performance, and deliver timely,