Head of Borrower Success

The Team:

Upstart’s Customer Experience team helps borrowers navigate the lending experience while maintaining a high bar for compliance, operational performance, and customer experience. The team supports multi-channel workflows and partners closely with Product, Engineering, Analytics, and Compliance to improve borrower support programs, scalability, and operational outcomes.

As the Head of Borrower Success, you will lead and evolve Upstart’s Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling effective operating systems, strengthening performance and controls, and developing teams that deliver consistent results in a complex, evolving environment.

How you’ll make an impact

• Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email, with accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency.
• Establish consistent performance management, coaching, and quality frameworks that improve borrower outcomes and operational performance across teams and vendor sites.
• Use operational data and reporting to identify trends, diagnose root causes, and prioritize opportunities to improve service quality, efficiency, and scalability.
• Strengthen operational controls and quality programs to reduce errors, improve compliance performance, and support sustainable growth.
• Partner with Product and Engineering to reduce avoidable borrower contacts, simplify customer journeys, expand effective self-service, and improve support tooling and automation.
• Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows, operating programs, and the end-to-end borrower experience.

Minimum 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.

Preferred Qualifications

• 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.

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.