Head of Borrower Success

The role

You will lead and evolve Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling operating systems, strengthening performance, and developing teams.

What you will do

• Lead Borrower Success leaders and international vendor partners across chat, phone, and email
• Maintain accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency
• Establish performance management, coaching, and quality frameworks
• Use operational data to identify trends and prioritize opportunities to improve service quality and scalability
• Strengthen operational controls and quality programs to reduce errors and improve compliance
• Partner with Product and Engineering to reduce avoidable borrower contacts and improve support tooling
• Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows

Required qualifications

• Bachelor’s degree or equivalent practical experience
• 4+ years of experience leading customer support, customer experience, servicing, or related operations
• Experience managing managers and leading scaled customer operations across multiple channels
• Experience managing outsourced vendor operations, including accountability for service levels, quality, staffing, compliance, or cost performance
• Experience owning operational performance and quality or control programs in a regulated or similarly complex environment

Nice to have

• Knowledge of regulatory and compliance requirements within consumer lending, servicing, collections, banking, or another regulated financial services environment
• Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience
• Experience building or scaling quality assurance frameworks, operational systems, or workflow automation
• Ability to use operational data to identify root causes and translate findings into measurable improvements
• Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows

Benefits

• Base pay, bonus opportunities, and annual equity grants that vest quarterly
• 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
• Employee Stock Purchase Plan (ESPP) for eligible employees (US only)
• Medical, dental, vision, and wellness resources
• Health Savings Account contributions for eligible plans (US only)
• Life insurance and disability coverage
• Paid time off, sick leave, and company holidays
• Paid family and parental leave
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP)
• Financial wellness resources and financial concierge service (US Only)
• Annual wellness allowance

Before you apply

• For roles based in Canada, Upstart is not currently able to hire in Quebec

About the company

Upstart is an AI lending marketplace that partners with banks and credit unions to expand access to affordable credit. The company is digital-first with employees located in over 80 cities across the US and Canada.