Operations Manager, Loss Mitigation
$76k - $105k USD
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 support team development
- Experience in project or process improvement initiatives, with comfort navigating both operational and technical solutions
- Excellent cross-functional communication skills with the ability to influence and align stakeholders
- Demonstrated ownership mindset and ability to manage complex problems independently
Preferred Qualifications
- Experience in Collections, Loss Mitigation or an Operations Call Center at a Financial Institution
- Familiarity with tools such as Salesforce, LiveVox, NICE WFM, Google Workspace, or similar platforms
- Background in auto lending or loan servicing, including knowledge of FDCPA, CFPB, or other relevant regulations
- Experience leading initiatives related to automation or digital servicing tools
- Bachelor’s degree or equivalent experience
- Knowledge of high-risk portfolio management, including settlement negotiations and hardship programs
Position location This role is available in the following locations: Remote
Time zone requirements The team operates on the East coast time zones. Schedule coverage between 8am-6pm EST.
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.
#LI-REMOTE
#LI-Associate
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
United States | Remote - Anticipated Base Salary Range
$75,900—$105,000 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