Associate Operations Manager

Upstart is a fast-growing company revolutionizing how people access credit. We use data science and automation to make smarter lending decisions and help borrowers access credit easier and faster. Our Operations team is a fundamental part of our mission and growth: customers rate Upstart #1 among online lending platforms. As an Associate Operations Manager, you will be a key leader on the Operations team. You will be responsible for supporting operational improvements and managing frontline customer-facing internal contributors to deliver a seamless customer experience.

Here’s more about what you’ll be doing:
Manage, coach, and supervise associates dedicated to providing frontline support to customers. Holddirect reports accountable to high standards and established targets. Deliver constructive feedback and performance reviews, and facilitate performance improvement plans as needed.

Support Shift Leads in making sure individual / team metrics and priorities are met and work is allocated efficiently. Contribute to and maintain deep firsthand knowledge of core frontline work. Serve as an escalation point for customer issues, complaints, more complex work and troubleshooting.

Identify possible areas of process and workflow improvements and propose thoughtful solutions. Work with Operations Manager and cross-functional teams to support analyses and lead special projects to drive innovation and growth

Represent the voice of the customer company-wide. Identify trends in customer issues and feedback, and help summarize that data in a way that is actionable to other teams.

Assist with hiring, training, and onboarding of new Payments Team agents

Evaluate and improve Upstart’s payment and servicing practices to improve portfolio performance, ensure legal compliance, and reduce litigation risks

Requirements:
BA/BS degree

2+ years of experience in operations management or related field

Manager and mentor. You bring out the best in your team and coach them to deliver world class customer service and improve Upstart’s operations.

Technology and Process Design. You are equally comfortable solving problems through technology as you are through operational excellence, and know when to employ the right tactic.

Great communicator. You connect easily with front-line agents to truly understand how our operations work, and you make a convincing case to our executive team about how we should change.

Dedicated and relentless leadership and project execution. Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in challenging situations. You get things done.

Structured thinker. Develop and leverage frameworks to help structure the team’s thinking, facilitate alignment on key strategic decisions among various stakeholders and identify the 80/20 opportunities to reach insightful, actionable answers without boiling the ocean with analysis overload.

Fast Mover. We move fast. Done is better than perfect, with continual iteration. You are excited to learn and help build a growing business.

Experience with cross-functional collaboration within a team environment.

Distinctive problem-solving and analytical skills and impeccable business judgement.