Operations Manager, Loss Mitigation

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 Loss Mitigation team supports borrowers experiencing financial hardship by offering payment plans, deferrals, and settlements—while ensuring regulatory compliance and partner accountability. As a Loss Mitigation Operations Manager, you’ll lead a team of Senior Specialists who manage loan servicing requests and hardship-related inquiries through phone and email. Your leadership will drive team performance, operational efficiency, and exceptional borrower support. You’ll play a key role in balancing productivity targets, identifying workflow improvements, and ensuring a high-quality customer experience. This role is ideal for a people leader who excels at coaching teams, optimizing processes, and leading in fast-paced, evolving environments. How you’ll make an impact Coach, develop, and lead a team of Loss Mitigation Specialists to consistently meet quality and productivity goals. Deliver timely, constructive feedback and conduct performance reviews, including implementing performance improvement plans when needed. Monitor daily operations to ensure efficient task allocation and workload balance across channels. Stay closely connected to frontline operations and represent team needs in cross-functional conversations. Partner with Product, Legal, Compliance, and Analytics teams to identify operational bottlenecks and drive process improvements. Analyze performance metrics to uncover root causes of issues and implement scalable solutions. Identify and communicate trends in borrower feedback to advocate for enhancements across the customer experience. Contribute to special projects that improve automation, reduce manual workloads, and enhance the borrower journey. This role offers visibility across multiple operational functions and the opportunity to shape borrower hardship strategy as we scale. Minimum Qualifications 3+ years of experience in an operations role within a Financial Institution, plus at least 2 years of managerial experience leading operations teams at a Financial Institution Proven ability to lead high-performing teams in a fast-paced, metrics-driven environment Experience managing operational KPIs such as productivity, quality assurance, and service levels Strong analytical skills with experience using data to drive decisions and optimize performance Proficiency in coaching, mentoring, and delivering structured feedback to ... (truncated, view full listing at source)