Operations Manager, Customer Experience

The Team: 

We are seeking a highly skilled and motivated Operations Manager to lead one of our  multi-channel teams (email, chat, phone). The Operations Manager will oversee day-to-day operations, manage team production and outcomes, and provide leadership to a team of agents that deliver applicant-facing support. The ideal candidate thrives in a fast-paced environment, is passionate about operational excellence, and has experience scaling systems and processes through automation and change management.

As the Operations Manager, you will be accountable for ensuring the team meets target KPIs, and the adoption and measured impact of automation. Beyond delivering on metrics, you will hire, coach, and develop associates, lead continuous improvement initiatives, define requirements and measure the ROI of automation; while ensuring processes remain compliant and scalable in a fast-paced environment.

How you’ll make an impact

• Lead daily operations across Customer Experience channels (email, chat, phone), ensuring strong performance against productivity, adherence, and quality KPIs.
• Identify and implement process automation and workflow enhancements in partnership with Product, Engineering, and other key teams.
• Oversee automation platforms and tools, ensuring they are functioning as intended, aligned with operational goals, and continuously optimized based on performance data.
• Analyze automation performance data to identify opportunities for enhancement, reduce manual effort, and improve overall customer experience.
• Drive change management initiatives, ensuring smooth adoption of new tools, processes, and operational strategies.
• Continually optimize existing operations to improve customer satisfaction, increase transaction success rates, and scale efficiently.
• Mentor and develop a high-performing team of Customer Experience specialists and leads, fostering accountability, growth, and collaboration.
• Leverage data-driven decision making to identify performance trends, root causes, and areas for continuous improvement.
• Oversee Learning & Development, Quality Assurance, and Workforce Management functions, ensuring alignment on strategy, staffing, training, and performance optimization across all CX channels
• Build operational dashboards and reports using analytics tools (e.g., Looker, MODE) to track key metrics and communicate outcomes to senior leadership.

Minimum Qualifications 

• 3+ years of people management experience demonstrating strong leadership and interpersonal skills, consistently exceeding goals, embracing leadership opportunities, and proactively seeking new challenges to drive team and organizational success.
• Strong understanding of contact center technology, including telephony systems, CRM software, and performance monitoring tools.
• Demonstrated experience in process improvement, change management, and implementing automation to drive efficiency and scalability.
• Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management and cross functional partners.
• Proven experience in uncovering, driving, and implementing process improvements. General Knowledge of computers and computer software applications with advanced proficiency in Google Suites (including spreadsheets, docs and presentation software)
• Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
• Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion

Preferred Qualifications

• 5+ years in operations leadership, preferably in financial services or a high-growth tech company
• 1+ years of experience in a pre-origination loan processing environment
• Experience in scaling or transforming customer support operations through workflow automation or tooling improvements
• Strong operational and technology background in contact center management, with demonstrated experience overseeing Workforce Management, Quality Assurance, and Learning & Development functions to optimize performance and scalability

Position location This role is available in the following locations: Columbus, Ohio. This role requires adherence to Upstart’s digital first policy and also requires 2 days per week, onsite, at the Columbus,OH office. 

Time zone requirements The team operates on the East coast time zone.

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.

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave  
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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