Note: The job is a remote job and is open to candidates in USA. Upstart is an AI lending marketplace focused on reducing borrowing costs and complexity for Americans. The Operations Manager for Auto Collections will lead a team of Collections Specialists to drive repayment outcomes and enhance customer interactions while ensuring compliance and operational performance.
Responsibilities
- Lead, coach, and develop a team of Collections Specialists supporting Upstart’s Auto portfolio across all stages of delinquency
- Drive team performance against key operational metrics, including collection rate, action rate, payment resolution outcomes, and customer experience measures
- Conduct regular coaching sessions, one-on-ones, and performance development conversations to improve individual and team effectiveness
- Partner cross-functionally with Compliance, Analytics, Workforce Management, Training, and Product teams to improve operational execution and customer outcomes
- Identify trends, operational gaps, and process improvement opportunities using portfolio and performance data
- Foster a collaborative and engaging remote team culture through consistent communication, team huddles, recognition, and development initiatives
- Support the scaling of the Auto Collections organization by helping refine processes, documentation, and operational best practices
- Ensure collection activities are executed in compliance with company policies, regulatory requirements, and customer experience standards
Skills
- 3+ years of experience leading frontline teams in collections, customer operations, or contact center environments
- Experience managing performance in a KPI-driven environment with accountability for operational metrics and team outcomes
- Experience coaching and developing employees through structured performance management, one-on-ones, and development planning
- Experience using operational performance data and reporting to drive decision-making and improve team effectiveness
- Knowledge of Auto collections operations, including repossession processes, title-related servicing, reinstatements, or secured lending practices
- Ability to identify process improvement opportunities and influence operational enhancements across teams
- Skills in building engagement and team connectivity within remote or distributed work environments
- Experience partnering cross-functionally with Compliance, Analytics, Product, or Workforce Management teams
- Ability to balance customer experience, operational performance, and compliance requirements in a fast-paced environment
Benefits
- Target bonuses
- Equity compensation
- Generous benefits packages (including medical, dental, vision, and 401k)
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
- Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
- Health Savings Account contributions from Upstart for eligible plans (US only)
- Income protection benefits, including life insurance and disability coverage for added financial security
- Paid time off, sick leave, and company holidays, in line with local requirements
- Paid family and parental leave to support caregiving and major life moments (duration varies by country)
- Family-centered benefits to support fertility, parenthood, and caregiving needs
- Employee Assistance Program (EAP) offering mental health support and life-centered resources
- Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
- Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
- Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
- Connection and community through team events, all-company updates, and employee resource groups (ERGs)
- Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)
Company Overview
Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. It was founded in 2012, and is headquartered in San Mateo, California, USA, with a workforce of 1001-5000 employees. Its website is https://upstart.com/about.