Lead Operations Associate

About Upstart 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 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress. 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 spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you. If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you. The Team: Upstart’s Auto Onboarding team is responsible for reviewing applications for Auto-Refinancing loans, Auto Retail Indirect loans, and Auto-secured Personal Loans. As these products continue to expand, our team plays a crucial role in ensuring accurate application review, exceptional customer experiences, and strong operational performance. As a Team Lead in Lending, you will guide a team of Onboarding Associates through day-to-day operations, provide developmental coaching, and partner closely with cross-functional teams to enhance processes, tools, and customer experiences. Candidates with experience in brand management or relationship management within a financial institution will bring valuable strengths in communication, customer experience advocacy, and strategic problem-solving. How you’ll make an impact Be an escalation point for Onboarding Associates, ensuring high-quality execution of application review and adherence to policies and procedures Provide real-time coaching, performance feedback, and mentorship to support agent development and operational excellence Flexibly alternate between leadership responsibilities and hands-on production work as business needs require Serve as a primary point of escalation for process, policy, and customer experience questions (FCR/CE/CA) Identify trends in customer behavior, agent challenges, loan documentation, and system performance to drive continuous improvement Apply brand/relationship management skills to advocate for a seamless, trust-building borrower experience Collaborate cross-functionally with Product, Policy, Training, QA, and Operations Program Managers to communicate insights and influence improvements Monitor dashboards, identify abnormalities, and escalate issues related to tooling, documentation, or workflow Contribute to the development of team SOPs, training materials, and operational best practices Minimum Qualifications 2+ years of experience in lending, financial services operations, underwriting, or application review Demonstrated history of high-quality performance and meeting or exceeding productivity/quality expectations (100% or greater 4-week productivity; 92% or greater 8-week quality) Experience mentoring peers, leading workflow allocation, or supporting team escalations Ability to prioritize, manage multiple responsibilities, and drive issues to resolution Proven track record of integrity, sound judgment, and alignment with Upstart values Preferred Qualifications Experience as an assistant branch manager within a bank, credit union, or financial institution. Deep knowledge of Auto products, lending policies, or loan onboarding operations Strong communication skills with the ability to influence, coach, and align teams Experience analyzing operational data or customer insights to identify trends and propose improvements Skills in cross-functional collaboration, especially with Product, QA, and Training Familiarity with customer lifecycle experience and how brand trust is built within lending workflows Ability to develop and facilitate training or contribute to SOP/process documentation Proven ability to improve workflows, reduce friction, and contribute to operational efficiency Position location This role is available in the following locations: Columbus, OH In-Office requirements. You will be required to work from the 2 days in office per week. Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time. This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law. Columbus, OH - Anticipated Hourly Rate Range $28.56—$39.52 USD What you'll love At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect: Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose Health Savings Account contributions from Upstart for eligible plans Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage Paid time off, sick and safe time, and company holidays Paid family and parental leave to support caregiving and major life moments Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving 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 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 and onsites, all-company updates, and employee resource groups (ERGs) Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!). Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices. If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com https://www.upstart.com/candidate_privacy_policy