Senior Complaints Operations Leader - Remote

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

Benefits offered by this job

Competitive compensation

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Health coverage (medical, dental,视觉)

Annual wellness allowance

PTO and holidays

Job summary

Upstart is hiring for a Senior Operations Manager, Complaints, within Lending Operations. You will lead a team responsible for intake, investigation, resolution, and regulatory response to consumer complaints.

Partner with Compliance, Product, Risk & Controls, and other leaders to strengthen the complaints framework and drive continuous improvement. You will guide escalations, optimize workflows, and build scalable processes that support regulatory readiness and improved customer outcomes,

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.

Responsibilities

• 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.

Skills

People management

Regulatory compliance

Operations management

Data analysis

Cross-functional collaboration

Job description

Upstart is hiring for a Senior Operations Manager, Complaints, within Lending Operations. You will lead a team responsible for intake, investigation, resolution, and regulatory response to consumer complaints.

Partner with Compliance, Product, Risk & Controls, and other leaders to strengthen the complaints framework and drive continuous improvement. You will guide escalations, optimize workflows, and build scalable processes that support regulatory readiness and improved customer outcomes,