Note: The job is a remote job and is open to candidates in USA. Upstart is a leading AI lending marketplace focused on reducing borrowing costs and complexity for Americans. The Senior Manager, Product Quality will build and lead a product quality function to ensure lending products operate correctly and comply with regulations, while partnering with various departments to enhance quality oversight.
Responsibilities
- Build and lead Upstart Bank's Product Quality program, establishing the frameworks, governance, and operating model used to evaluate whether lending products are producing accurate, compliant, and intended outcomes
- Design and implement quality methodologies, including product review checklists, sampling strategies, defect taxonomies, escalation criteria, monitoring routines, and quality reporting
- Evaluate product outputs across lending and servicing workflows, including disclosures, credit decisioning processes, customer communications, and other regulated product experiences
- Distinguish isolated product defects from systemic product failures by analyzing quality findings, identifying patterns, assessing customer and regulatory impact, and driving appropriate escalation paths
- Partner with Product, Engineering, and Compliance Program Management teams to investigate root causes, prioritize remediation efforts, and improve the reliability, effectiveness, and control environment of lending products
- Represent the Product Quality function in regulatory examinations, audits, governance forums, and cross-functional reviews while maintaining examination-ready documentation and workpapers
- Build, develop, and mentor a growing team of quality analysts, helping establish a culture of analytical rigor, sound judgment, continuous improvement, and proactive risk identification
Skills
- Bachelor's degree or equivalent practical experience
- 8+ years of experience in consumer lending quality control, product quality, compliance testing, operational risk, audit, or related control functions
- 3+ years of direct people management experience leading quality, risk, compliance, audit, or control oversight teams
- Experience designing and operating quality control or quality assurance programs focused on product, system, transaction, or operational outputs within consumer lending
- Working knowledge of consumer lending regulations, including Truth in Lending Act (TILA), Regulation B, Fair Debt Collection Practices Act (FDCPA), and UDAAP, applied within lending products and customer-facing processes
- Experience building or scaling first-line quality control programs within a regulated bank, fintech, or consumer lending organization
- Knowledge of automated lending platforms, digital lending products, decisioning systems, or technology-enabled credit origination processes
- Experience developing sampling methodologies, transaction testing programs, disclosure reviews, or defect identification frameworks
- Ability to translate quality findings into actionable recommendations for Product, Engineering, Compliance, and executive stakeholders
- Experience supporting regulatory examinations, internal audits, governance committees, or remediation programs within a highly regulated 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