[Hiring] Senior Operations Manager, Collections @Upstart

Join Upstart as a Remote Senior Operations Manager, Collections

📅 Date: July 20, 2024

💸 Salary: $127,200 - $176,000 USD

📍 Location: USA (Remote)

About Upstart

Upstart is a premier AI-powered lending marketplace dedicated to expanding access to affordable credit. Through our partnerships with banks and credit unions, we optimize approval rates and minimize loss rates, delivering a seamless digital-first lending experience. Impressively, over two-thirds of Upstart loans are approved instantly and fully automated.

As a digital-first company, most Upstart employees (Upstarters) operate remotely across the United States, although we do maintain offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

If you are motivated by making an impact, Upstart is the place for you. Join our mission to provide effortless credit based on true risk.

The Team

Our Collections team is looking for a Senior Operations Manager, Collections, to lead and streamline our collections processes. Your role will involve managing delinquent accounts (1-120 days past due) and collaborating with both internal and external partners.

If you are strategic, analytical, solutions-driven, and passionate about enhancing processes, we want to hear from you. The ideal candidate will be a self-starter, excellent planner, and resilient problem-solver, possessing strong communication skills to build relationships with vendors and internal teams.

Role Details

Position Location: Remote

Time Zone Requirements: East/West Coast time zones

Travel Requirements: Occasional travel to vendor sites up to once a month and quarterly supplier visits. Regular onsites for team collaboration may be required, typically once or twice per quarter.

How You’ll Make an Impact

• Collaborate with the Senior Director of Collections to define and implement strategy alignment.
• Lead a comprehensive omni-channel outreach program to support borrowers and enhance returns.
• Customize collections treatments for borrowers facing financial hardships.
• Utilize performance analytics to identify training and improvement opportunities.
• Set and manage performance goals, leveraging industry expertise and data insights.

Key Responsibilities

• Strategy Development: Create and refine debt collection strategies to maximize recovery.
• Team Leadership: Foster a high-performing collections team through mentoring and training.
• Operational Management: Ensure day-to-day operations are efficient and effective.
• Compliance and Risk Management: Maintain adherence to relevant laws and ethical practices.
• Relationship Management: Strengthen relationships with key stakeholders and external partners.
• Reporting and Analysis: Generate reports on collections activities and provide strategic insights to senior management.

What We’re Looking For

• Minimum Qualifications:
  • Bachelor’s degree
  • 7+ years of debt collections/operations experience, including 5 years in a leadership role.
  • In-depth knowledge of debt collection laws and practices.
  • Experience with debt collection software and tools.
  • Ability to work in a dynamic, fast-paced environment with a solutions-driven mindset.
  • Proficiency in data analysis and strategic planning.
  • Adaptability to change and a proactive, creative approach to problem-solving.
• Preferred Qualifications:
  • Curiosity and critical thinking skills.
  • Openness to new ideas and the ability to act as a thought partner for the team.

What You’ll Love

• Competitive compensation package (base + bonus & equity).
• Comprehensive medical, dental, and vision coverage with HSA contributions.
• 401(k) plan with company match and immediate vesting.
• Employee Stock Purchase