Head of Borrower Success

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...

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 s...

Bachelor’s degree or equivalent practical experience.
4+  years of experience leading customer support, customer experience, servicing, or related operations.
Experience managing managers and leading scaled customer operations across multiple channels.
Experience managing outsourced vendor operations, including accountability for service levels, quality, staffing, compliance, or cost performance.
Experience owning operational performance and quality or control programs in a regulated or similarly complex environment.
Knowledge of regulatory and compliance requirements within consumer lending, servicing, collections, banking, or another regulated financial services environment.
Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience.
Experience building or scaling quality assurance frameworks, operational systems, or workflow automation.
Ability to use operational data to identify root causes and translate findings into measurable improvements.
Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows.