Senior Complaints Operations Leader - Remote

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

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