Senior Operations Manager, Quality Control

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 Lending Operations Quality Control team plays a critical role in protecting customers, strengthening operational processes, and supporting regulatory compliance across our lending lifecycle. As a first-line-of-defense function, the team evaluates frontline activities across Onboarding, Servicing, Complaints, and Collections to identify risks, improve quality, and support bank readiness. As the Senior Operations Manager, Quality Control at Upstart, you will lead a team of five quality control professionals and help build and execute a scalable, risk-based quality control program. You’ll combine hands-on program development with people leadership, partnering across Operations, Compliance, and Risk to strengthen testing methodologies, address control gaps, and explore opportunities to improve oversight through automation and AI. How you’ll make an impact - Lead, coach, and develop a team of quality control professionals, establishing clear performance expectations, consistent calibration practices, and effective testing execution. - Build and enhance the quality control program, including risk-based testing plans, standardized review criteria, statistically sound sampling methodologies, and documentation that supports regulatory and audit readiness. - Oversee frontline quality reviews, including call monitoring, agent interactions, and adherence to operational procedures, to identify regulatory risks, process defects, and potential customer impact. - Partner with operational leaders, Compliance, and Risk to communicate findings, identify root causes, recommend process improvements, and monitor remediation through resolution. - Establish reporting and performance metrics that highlight quality trends, emerging risks, and opportunities to improve operational effectiveness and customer outcomes. - Collaborate with cross-functional partners to evaluate AI-enabled testing and automation capabilities, improving review coverage and efficiency while maintaining appropriate human oversight and controls. Minimum Qualifications - 6+ years of experience in consumer lending operations, quality control, compliance testing, or operational risk within a regulated financial services environment. - Experience directly managing quality control, quality assurance, or compliance testing teams within a regulated environment. - Experience developing, implementing, or managing frontline operational quality control programs, including call monitoring, agent interaction reviews, or evaluations of agent adherence to established procedures. - Experience designing or executing sampling methodologies, standardized testing criteria, and documented quality assessments. - Experience managing quality findings, root-cause analysis, corrective action tracking, or remediation monitoring within a regulated environment. Preferred Qualifications - Knowledge of consumer financial protection regulations, including UDAAP, TILA, ECOA, FCRA, FDCPA, and GLBA, and their application to lending operations. - Experience evaluating or implementing AI-enabled quality assurance tools, speech analytics, or automated compliance monitoring solutions. - Experience supporting bank partner oversight, regulatory examinations, or internal and external audits. - Ability to collaborate across Operations, Compliance, Risk, and technical teams to translate quality findings into sustainable process improvements. - Experience working in a fintech or evolving financial services environment, with the ability to balance regulatory expectations, operational efficiency, and continuous improvement. Position location This role is available in the following locations: Remote Time zone requirements The team operates on the East coast time zones. 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-MidSenior 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 $104,800—$145,000 USD What you'll love At Upstart, our benefits for full-time employees 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 - Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada) - Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only) - Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada. - Health Savings Account contributions from Upstart for eligible plans (US only) - Income protection benefits, including life insurance and disability coverage for added financial security - Paid time off, sick leave, and company holidays, in line with local requirements - Paid family and parental leave to support caregiving and major life moments (duration varies by country) - Family-centered benefits to support fertility, parenthood, and caregiving needs - 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 (US Only) - 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, all-company updates, and employee resource groups (ERGs) - Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City For roles based in Canada, please note that we are not currently able to hire in Quebec. 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 [email protected] https://www.upstart.com/candidate_privacy_policy