Principal Product Manager, Servicing
Principal Product Manager, Servicing
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Job Description
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstarts AI marketplace Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races ages and genders while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly with zero documentation to upload.
Upstart is a digital-first company which means that most Upstarters live and work anywhere in the United States. However we also have offices in San Mateo California; Columbus Ohio; and Austin Texas.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart wed love to hear from you!
The Team:
Upstarts Servicing team is responsible for the entire customer journey after a loan is funded. We ensure that borrowers stay on track with payments help them when they struggle to pay and drive collections and recoveries when they are unable to pay. We do this through a combination of borrower-facing tools customer support agents and AI-agents powered by Upstarts ML-driven decision making. We deliver better financial outcomes for borrowers and business outcomes for Upstart.
As the Principal Product Manager for Servicing at Upstart you will design more intelligent and efficient tools and systems for recovering funds in cases when borrowers are unable to repay their loans (charge-offs) across all Upstart loan products. You will also define the strategy for how we service one of Upstarts most promising new products - auto loans. Youll partner with Operations to establish the technology and processes for collections and recoveries when borrowers become delinquent balancing customer empathy with Upstarts business goals.
How youll make an impact:
- Define the strategy for Auto loan collections and recoveries in partnership with Operations leadership
- Deeply understand the delinquent borrowers in collaboration with design to deliver products that solve real human problems.
- Establish and track success metrics to assess the impact of product and operations initiatives ensuring continuous improvement and concrete business impact.
- Leverage data-driven insights to make informed product decisions identifying opportunities for optimization and testing hypotheses to improve key metrics.
- Make smart trade-offs to inform the ongoing product roadmap prioritizing the features with the highest ROI and experimenting when necessary.
- Develop vendor partnerships that align with the overall business strategy
Minimum Qualifications:
- 6 years experience in a product management role building both consumer-facing products and internal operational tools
- Demonstrated success in driving business outcomes through a balance of quantitative metrics and qualitative understanding. Youre clever and enterprising when it comes to having the minimum data necessary to make an informed decision. Your risk tolerance is well honed.
- Strong product sense. You have independently authored and executed on a multi-quarter roadmap and have been around to see the consequences (good and bad) of your decisions.
- Rigorous and analytical problem solving; well structured concise and highly effective communication.
- Ownership and growth mindset. You act like an owner. Youre often right but humble and open minded about being wrong. Youre perpetually dissatisfied and striving to improve yourself and the team
Preferred Qualifications:
- Experience building products in fintech credit servicing or customer support environments
- Familiarity with voice chat or AI-driven multi-modal UX
- Aptitude for and interest in credit and personal finance economic concepts
- Experience building products with third-party vendor integrations
- Demonstrated and expressed mission orientation and outsized results that match your passion
Position location: This role is available in the following locations: Remote
Time zone requirements: The team operates on the East/West 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.
What youll 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 $4500 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
#LI-REMOTE
#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 locationwith 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).
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures backgrounds perspectives and experiences and know that we can only become better together.
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
Staff IC
Employment Type
Full Time
Key Skills
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