Senior Program Manager

The Team:

Upstarts Servicing & Enablement team is responsible for driving strategic initiatives operational readiness and scalable improvements across all facets of the Servicing vertical. We work cross-functionally with engineering product compliance and operations to launch high-impact projects improve efficiency and deliver effortless borrower experiences. Our goal is to lead high-quality scalable programs that support long-term servicing strategy and enable teams to operate with excellence.

As a Senior Program Manager at Upstart you will lead complex cross-functional initiatives from scoping through implementation. You will shape long-term strategy through scalable program investments ensure alignment across partner teams and serve as a force multiplier for senior leadership by independently executing these initiatives. Youll bring clarity to challenging ambiguous problem sets.

How youll make an impact

• You will own lead and scale programs across one of a few key pillars of Servicing Programs. Depending on your strengths and interests you may focus on one or span several of these areas:
  • Operational Systems & Governance
    • Help us build the systems that keep Servicing running smoothly. Youll establish scalable operating rhythms governance frameworks and playbooks that promote clarity consistency and execution across work will connect day-to-day operations to enterprise strategy ensuring leadership visibility and driving simplification automation and alignment at every level.
  • Employee & Vendor Engagement
    • Shape how Servicing feels to work in. Youll lead programs that strengthen engagement and culture across internal and vendor teams turning employee feedback into meaningful action. From pulse surveys to leadership development youll create the frameworks that make engagement measurable inclusive and impactful across all sites.
  • Accelerator Program Leadership
    • Grow the future of Servicing. Youll own theServicing Accelerator Program a rotational development experience for early-career professionals helping participants build foundational skills and exposure across Servicing functions. Youll partner with leaders to design learning experiences track outcomes and measure readiness for the next generation of Upstart leaders.
  • Borrower Success Programs
    • Drive the programs that help current borrowers succeed. Youll coordinate initiatives that improve contact center performance repayment outcomes and overall borrower experience. Working across Operations Product Risk and Analytics youll turn strategy into action streamlining processes improving communication across vendors and ensuring every borrower touchpoint is effective consistent and aligned with Upstarts mission to deliver effortless credit.

Minimum Qualifications

• 68 years of experience in program management operations employee engagement or strategy preferably in financial services fintech or customer operations.
• Proven success translating strategy into structured execution across multiple teams and stakeholders.
• Experience leading cross-functional programs involving Product Engineering People Ops Risk or Compliance.
• Strong analytical communication and storytelling skills able to synthesize insights into executive-ready narratives.
• Track record of building scalable systems playbooks or governance models.
• Skilled at driving alignment and influence across complex stakeholder groups including external vendors.

Preferred Qualifications

• Deep understanding of the servicing lifecycle including call center operations compliance and the borrower journey.
• Background in servicing collections or financial operations with exposure to risk and compliance frameworks.
• Proven ability to design playbooks and frameworks that drive behavioral and process change.
• Experience leading change management or transformation programs in regulated environments.
  Familiarity with automation digital servicing tools and AI-assisted operations.
• Passion for simplifying complexity creating clarity and helping teams see how their work drives company impact.

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

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