Upstart · 11 hours ago
Lead Operations Associate
Columbus, OH, USA
Full-time
Hybrid
Mid, Senior Level
$28.56/hr - $39.52/hr
2+ years expUpstart is an AI lending marketplace focused on reducing the cost and complexity of borrowing. The Lead Operations Associate will guide a team of Onboarding Associates in reviewing applications for Auto loans, ensuring high-quality execution and exceptional customer experiences while collaborating with cross-functional teams.
Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance
Responsibilities
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
Qualification
Required
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
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
Benefits
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!)
Company
Upstart
Upstart (NASDAQ: UPST) is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.
1001-5000 employees
H1B Sponsorship
Upstart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (67)
2023 (85)
2022 (85)
2021 (42)
2020 (15)
Funding
Current Stage
Public CompanyTotal Funding
$3.36BKey Investors
CastlelakeProgressiveRakuten
2025-11-06Post Ipo Debt· $1.5B
2025-09-05Post Ipo Debt· $320M
2025-08-12Post Ipo Debt· $600M
Leadership Team
Dave Girouard
Founder & CEO
Paul Gu
Co-Founder
Recent News
The Motley Fool
2026-01-23
Business Wire
2026-01-22
The Motley Fool
2026-01-03
Company data provided by crunchbase