Senior Complaints Operations Manager (Remote)

OhioX; Austin, San Francisco, New York (TX, CA, NY); Hybride; USD 105 000 - 145 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) match

Equity opportunities

Paid time off

ESPP

Résumé du poste

Upstart is looking for a Senior Operations Manager, Complaints to lead a growing team within Lending Operations. You will own intake, investigation, and resolution of consumer complaints across lending products, ensuring regulatory compliance and scalable processes.

You will partner with Compliance, Product, Risk & Controls, and Operations to drive performance, identify trends, and deliver customer-centric improvements. This remote role operates on East Coast time.

Qualifications

• 5+ years in consumer lending, banking operations, or financial services with direct complaint management experience.
• 3+ years in people management within complaints operations or a regulated function.
• Experience overseeing investigation, resolution, and remediation of consumer complaints, including regulatory escalations.
• Experience applying consumer financial protections regulations in banking/consumer lending.
• Experience managing complaint operations performance via SLAs, capacity planning, and reporting.

Responsabilités

• Lead and develop a team of complaints managers, team leads, and associates with clear accountability and continuous improvement.
• Oversee end-to-end complaint operations across consumer lending products with timely, accurate, compliant resolutions.
• Evaluate and improve complaint workflows, team structure, reporting, and capacity to meet service-level and regulatory requirements.
• Partner with Compliance, Product, Risk & Controls, and Operations to strengthen complaint handling and regulatory readiness.
• Analyze complaint trends, root causes, and performance to inform product and customer experience improvements.
• Develop reporting and controls to monitor volumes, timelines, risks, and opportunities.

Connaissances

Team leadership

Regulatory knowledge

Complaint management

Operational metrics

Process improvement

Description du poste

Upstart is looking for a Senior Operations Manager, Complaints to lead a growing team within Lending Operations. You will own intake, investigation, and resolution of consumer complaints across lending products, ensuring regulatory compliance and scalable processes.

You will partner with Compliance, Product, Risk & Controls, and Operations to drive performance, identify trends, and deliver customer-centric improvements. This remote role operates on East Coast time.