Senior Complaints Manager

Upstart; Oregon; Híbrido; USD 105.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive base pay

Equity grants

401(k) with company match

Health coverage

Paid time off

Descripción de la vacante

Upstart is seeking a Senior Operations Manager, Complaints, to lead a team responsible for intake, investigation, resolution, and regulatory response of consumer complaints across lending products. The role emphasizes building scalable processes, regulatory readiness, and continuous improvement within a digitally-led, remote-friendly environment.

You will collaborate with Compliance, Product, Risk & Controls, and Operations to strengthen handling practices, analyze trends, and drive

Formación

• 6+ years in consumer lending, banking ops, or financial services, incl. complaint mgmt.
• 3+ years directly managing people within complaints ops or a related regulated function.
• Experience overseeing investigation, resolution, and remediation of consumer complaints, incl. regulatory escalations.
• Experience applying consumer financial protection regulations in banking or consumer lending.
• Experience managing complaint operations performance via SLAs, capacity planning, and reporting.

Responsabilidades

• Lead and develop a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement.
• Oversee end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints.
• Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and meet service-level and regulatory requirements.
• Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes.
• Analyze complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements.
• Develop meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

Conocimientos

People management

Operations management

Regulatory compliance

Data analysis

Cross-functional collaboration

Process improvement

Descripción del empleo

About Upstart

At Upstart, we're united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, 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 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress. We're proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn't mean distant. We're intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you'll have the support to work in the way that works best for you. 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 Complaints team, within Lending Operations, is responsible for managing consumer complaints across our lending products. The team handles complaints received directly from customers and through external regulatory channels, ensuring timely, compliant resolutions while identifying opportunities to improve the customer experience. As the Senior Operations Manager, Complaints at Upstart, you will lead a team responsible for complaint intake, investigation, resolution, and regulatory response. You will play a critical role in strengthening our complaints management framework, developing team leaders, and building scalable processes that support regulatory readiness and continuous improvement across the business.

How you'll make an impact

• Lead and develop a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement.


• Oversee end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints.


• Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and consistently meet service-level and regulatory requirements.


• Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes.


• Analyze complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements.


• Develop meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

Minimum Qualifications

• 6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management.


• 3+ years of experience directly managing people within complaints operations or a related regulated financial services function.


• Experience overseeing the investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies.


• Experience applying consumer financial protection regulations and regulatory complaint response requirements within a banking or consumer lending environment.


• Experience managing complaint operations performance through service-level metrics, workforce capacity planning, and operational reporting.

Preferred Qualifications

• Experience managing complaints within a traditional banking environment, particularly across mortgage, auto, or other secured lending products.


• Knowledge of regulatory complaint management expectations involving the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), and other external complaint channels.


• Ability to evaluate existing operating models and implement scalable workflows, controls, and reporting processes in evolving regulatory environments.


• Skills in using complaint data, trend analysis, and root cause findings to influence cross-functional partners and improve customer outcomes.


• Ability to coach and develop team leaders, navigate organizational change, and apply emerging technologies, including AI tools, to improve operational effectiveness with appropriate oversight.

Position location

This role is available in the following locations: Remote. Time zone requirements: The team operates on the East coast time zones. Travel requirements: As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in‑person collaborating via regular onsites. The in‑person sessions' cadence varies depending on the team and role; most teams meet once or twice per quarter for 2‑4 consecutive days at a time.

United States | Remote - Anticipated Base Salary Range$104,800—$145,000 USD

What you'll love

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly


• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)


• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)


• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.


• Health Savings Account contributions from Upstart for eligible plans (US only)


• Income protection benefits, including life insurance and disability coverage for added financial security


• Paid time off, sick leave, and company holidays, in line with local requirements


• Paid family and parental leave to support caregiving and major life moments (duration varies by country)


• Family‑centered benefits to support fertility, parenthood, and caregiving needs


• Employee Assistance Program (EAP) offering mental health support and life‑centered resources


• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)


• Annual wellness allowance to support your physical and emotional well‑being and personal development, based on what matters most to you


• Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from


• Connection and community through team events, all‑company updates, and employee resource groups (ERGs)


• Onsite perks, including catered lunches and fully stocked micro‑kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City

For roles based in Canada, please note that we are not currently able to hire in Quebec.

Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.

If you require reasonable accommodation in completing an application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please email