Program Manager, Servicing Operations

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 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

• Lead the Servicing Accelerator Program a multi-year rotational development program for early-career professionals:
  • Oversee program iterations cohort hiring & onboarding and rotational planning across multiple Servicing functions.
  • Partner with senior leaders to align rotations with business needs and participant development goals.
  • Lead classroom-style learning modules throughout each cohorts lifecycle
  • Develop measurable success metrics for program effectiveness and advancement readiness
• Drive employee engagement strategy for all Servicing sites (internal vendor):
  • Own Servicing engagement calendar including events recognition programs Customer Service Week and onsite experiences.
  • Translate engagement insights (e.g. from pulse surveys Two Cents feedback listening tours) into actionable plans that improve sentiment and retention.
  • Partner with People Ops L&D and vendor leadership to align engagement strategies across the full network.
• Build scalable frameworks and rhythms that make engagement and development systematic:
  • Standardize playbooks for engagement and development programs across internal and vendor teams.
  • Create clear measurement frameworks for initiatives such as Two Cents onsite planning and leadership roundtables.
  • Maintain annual budget tracking planning and reporting on engagement and development investments.
  • Lead communications and storytelling around Servicing engagement and development programs crafting narratives that celebrate success and inspire participation.
  • Represent Servicing Programs in enterprise talent forums ensuring the Servicing functions needs and successes are visible at the company level.

Minimum Qualifications

• 4-6 years of experience in program management employee engagement learning & development or organizational effectiveness.
• Proven success designing and executing scalable employee programs across multiple locations or vendors.
• Demonstrated ability to translate feedback and engagement data into action with measurable outcomes.
• Experience developing and delivering learning or leadership development content.
• Strong stakeholder management skills able to build trust and alignment across People Operations and vendor partners.
• Excellent communication and storytelling skills; comfortable presenting to senior leadership and facilitating large groups.
• Highly organized proactive and impact-oriented able to move seamlessly between strategy and execution.

Preferred Qualifications

• Experience in Servicing Operations or Contact Center environments ideally within fintech or financial services.
• Prior ownership of an early-career rotational or development program.
• Experience in vendor management or building cultural consistency across third-party partners.
• Familiarity with engagement measurement tools (e.g. pulse surveys eNPS) and turning qualitative feedback into quantitative insights.
• Demonstrated success driving cross-functional initiatives that touch People Ops Risk and Compliance.
• Passion for developing people and helping early-career professionals grow into future Servicing leaders.

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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