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Salary: USD 104,800 - 145,000 / annual
Upstart is an AI-powered lending marketplace that partners with banks and credit unions to expand access to affordable credit. The company's platform processes over one million predictions per borrower using advanced AI to power smarter, fairer lending decisions.
As Senior Complaints Manager, you will lead Upstart's Complaints team within Lending Operations, overseeing the management of consumer complaints across lending products. This includes complaints received directly from customers and through regulatory channels, with responsibility for ensuring timely, compliant resolutions while identifying opportunities to improve customer experience.
Key responsibilities include:
- Leading and developing a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement
- Overseeing end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints
- Evaluating and improving complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and meet service-level and regulatory requirements
- Partnering with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes
- Analyzing complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements
- Developing meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement
Upstart operates on a digital-first model with flexibility to work remotely, though the company encourages in-person collaboration through regular onsites (typically 1-2 times per quarter for 2-4 consecutive days). The team operates on East Coast time zones. Offices are located in Columbus, Austin, the Bay Area, and New York City.
QUALIFICATIONS:
Minimum:
- 6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management
- 3+ years of experience directly managing people within complaints operations or a related regulated financial services function
- Experience overseeing the investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies
- Experience applying consumer financial protection regulations and regulatory complaint response requirements within a banking or consumer lending environment
- Experience managing complaint operations performance through service-level metrics, workforce capacity planning, and operational reporting
Preferred:
- Experience managing complaints within a traditional banking environment, particularly across mortgage, auto, or other secured lending products
- Knowledge of regulatory complaint management expectations involving the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), and other external complaint channels
- Ability to evaluate existing operating models and implement scalable workflows, controls, and reporting processes in evolving regulatory environments
- Skills in using complaint data, trend analysis, and root cause findings to influence cross-functional partners and improve customer outcomes
- Ability to coach and develop team leaders, navigate organizational change, and apply emerging technologies, including AI tools, to improve operational effectiveness with appropriate oversight
