Senior Complaints Operations Lead - Remote

Upstart; Northern (KY); A distancia; USD 105.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Bonus opportunities

Equity grants

401(k) plan

Health insurance

Dental & Vision

Paid time off

Parental leave

EAP

Descripción de la vacante

Upstart’s Complaints team, within Lending Operations, is seeking a Senior Operations Manager, Complaints to lead a team responsible for complaint intake, investigation, resolution, and regulatory response. You will strengthen our complaints management framework and build scalable processes that support regulatory readiness and continuous improvement across the business.

In this role you will partner with Compliance, Product, Risk & Controls, and Operations leaders to improve complaint handling

Formación

• 6+ years in consumer lending, banking operations, or financial services with direct complaint management.
• 3+ years directly managing people in complaints ops or related regulated function.
• Experience overseeing investigation, resolution, and remediation of consumer complaints including regulatory escalations.
• Experience applying consumer financial protection regulations and regulatory complaint response requirements.
• Experience managing complaint ops 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

Consumer lending experience

People management

Regulatory complaint handling

Regulatory knowledge CFPB OCC

Operations analytics

Descripción del empleo

Upstart’s Complaints team, within Lending Operations, is seeking a Senior Operations Manager, Complaints to lead a team responsible for complaint intake, investigation, resolution, and regulatory response. You will strengthen our complaints management framework and build scalable processes that support regulatory readiness and continuous improvement across the business.

In this role you will partner with Compliance, Product, Risk & Controls, and Operations leaders to improve complaint handling