Senior Complaints Manager

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 3,000 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, 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 Complaints team, within Lending Operations, is responsible for managing consumer complaints across our lending products. The team handles complaints received directly from customers and through external regulatory channels, ensuring timely, compliant resolutions while identifying opportunities to improve the customer experience.

As the Senior Operations Manager, Complaints at Upstart, you will lead a team responsible for complaint intake, investigation, resolution, and regulatory response. You will play a critical role in strengthening our complaints management framework, developing team leaders, and building scalable processes that support regulatory readiness and continuous improvement across the business.

How you’ll make an impact

• Lead and develop a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement.

• Oversee end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints.

• Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and consistently meet service-level and regulatory requirements.

• Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes.

• Analyze complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements.

• Develop meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

Minimum Qualifications

• 6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management.

• 3+ years of experience directly managing people within complaints operations or a related regulated financial services function.

• Experience overseeing the investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies.

• Experience applying consumer financial protection regulations and regulatory complaint response requirements wit...