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Associate Operations Job In Upstart Network, Inc. At Columbus,

Associate Operations Manager (Customer Experience - Onboarding)

  • Full-Time
  • Columbus, OH
  • Upstart Network, Inc.
  • Posted 2 years ago – Accepting applications
Job Description
About Upstart

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

By leveraging Upstart's AI platform, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

This position is based in our Columbus, Ohio office and is an onsite position.

The Team

Our Ops team is the fastest scaling team in the org and we're seeking fantastic people managers to join us. You'll manage a Customer Experience team who are on the front lines, communicating directly with our applicants and potential customers. As an Associate Operations Manager with Upstart, you will help by delivering on key operational floor metrics, workflow management and coach frontline contributors to deliver a seamless customer experience.

You don't have to be a financial services or credit guru - we provide training to all new hires so that you can start your new role with a solid foundation. However, we do want you to be a top-notch people manager with a passion for coaching and leading!

Our comp package includes base pay + annual bonus + equity and amazing benefits and perks (like a new Mac + $1000 to spend in your first year for tech equipment and catered lunch every day in our beautiful office).

How you’ll make an impact:
Manage, coach, and supervise customer experience associates dedicated to providing frontline support to customers. Hold direct reports accountable to high standards and established targets. Deliver constructive feedback and performance reviews and facilitate performance improvement plans as needed.
Act as a shift lead in making sure individual / team metrics and priorities are met and work is allocated efficiently. Contribute to and maintain deep firsthand knowledge of frontline work.
Identify possible areas of process and workflow improvements and propose thoughtful solutions. Work with the Operations Manager and cross-functional teams to support analyses and lead special projects to drive innovation and growth.
Represent the voice of the customer company-wide. Identify trends in customer issues and feedback, and help summarize that data in a way that is actionable to other teams.

What we’re looking for:
Minimum Requirements:
1-3 years of experience in customer service/financial services leadership environment.
Experience managing in a highly regulated environment, with preference to financial services or technology.

Manager and mentor. You bring out the best in your team and coach them to deliver world class customer service and improve Upstart’s operations. Prior management experience is a plus.
Technology and process design. You are equally comfortable solving problems through technology as you are through operational excellence, and know when to employ the right tactic.
Great communicator. You connect easily with front-line agents to understand how our operations work, and you make a convincing case to our team about how we should change.
Dedicated and relentless leadership and project execution. Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in challenging situations. You get things done.
Structured thinker. Develop and leverage frameworks to help structure the team’s thinking, facilitate alignment on key strategic decisions among various
stakeholders, and identify opportunities to reach insightful, actionable answers.
Fast mover. We move fast. Done is better than perfect, with continual iteration. You are excited to learn and help build a growing business.
Collaborator. You have experience working cross-functionally with other teams.
Problem solver. You have distinctive analytical skills and impeccable business judgement.

Preferred Qualifications:
Bilingual in English/Spanish

Experience at a startup organization

What you’ll love:
Competitive Compensation (base + bonus & equity)
Comprehensive medical, dental, and vision coverage
Personal Development and Technology & Ergonomic Budgets
Life insurance and disability benefits
Clubs and Activities (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams)
Generous vacation policy
401(k) and Employee Stock Purchase Plan (ESPP)
Catered lunches + snacks & drinks

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.

https://www.upstart.com/candidate_privacy_policy
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