Lead Operations Associate
Upstart
Lead Operations Associate
Upstart
Runs an AI lending marketplace for consumers
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 Customer Experience team helps applicants navigate the borrowing process across phone, email, and chat. The team combines customer support, operational expertise, and collaboration across departments to resolve issues accurately and improve the applicant experience.
As the Lead Operations Associate, Customer Experience, you will support daily team health by building practical AI tools, analyzing workforce needs, investigating recurring issues, and providing peer guidance. In this individual contributor role, you will partner with Operations Managers and cross-functional teams to improve quality, productivity, and service levels while communicating risks early and following improvements through to results.
How you’ll make an impact
Minimum Qualifications
Preferred Qualifications
Position location This role is available in the following locations: Columbus, OH
Time zone requirements The team operates on the East coast time zone.
In-Office requirements. You will be required to work from the Easton office 2 days per week.
Shift time requirements: You must be able to adhere to one of the following work schedules:
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-Associate
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.
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:
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]
Columbus, OH - Anticipated Hourly Rate Range 28.56 - 39.52 USD
Upstart runs an online lending marketplace where banks and credit unions use its AI models to decide which consumers get loans and at what rates. In 2017, it received the first no-action letter issued by the Consumer Financial Protection Bureau, a statement that the regulator had no plans to act against its AI lending model. Borrowers apply through Upstart or a partner lender's website for personal loans, auto loans, home equity lines of credit, and Cash Line, a revolving line of credit. Lenders pay Upstart fees for referring and approving borrowers and for collecting payments, while partner lenders and investment funds put up most of the money lent. Upstart was founded in 2012 and is based in Burlingame, California.
Explore more opportunities at Upstart