Lead Operations Associate
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Job Location:
Columbus, NE - USA
Monthly Salary:
Not Disclosed
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
About Upstart
At Upstart were 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 thats both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1800 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.
Were 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 doesnt mean distant. Were 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 (opening Summer 2026) youll have the support to work in the way that works best for you.
If youre energized by tackling meaningful problems excited to innovate with purpose and motivated by work that truly matters wed love to hear from you.
The Team:
Upstarts Auto Onboarding team is responsible for reviewing applications for Auto-Refinancing loans Auto Retail Indirect loans and Auto-secured Personal Loans. As these products continue to expand our team plays a crucial role in ensuring accurate application review exceptional customer experiences and strong operational performance.
As a Team Lead in Lending you will guide a team of Onboarding Associates through day-to-day operations provide developmental coaching and partner closely with cross-functional teams to enhance processes tools and customer experiences. Candidates with experience in brand management or relationship management within a financial institution will bring valuable strengths in communication customer experience advocacy and strategic problem-solving.
How youll make an impact
- Be an escalation point for Onboarding Associates ensuring high-quality execution of application review and adherence to policies and procedures
- Provide real-time coaching performance feedback and mentorship to support agent development and operational excellence
- Flexibly alternate between leadership responsibilities and hands-on production work as business needs require
- Serve as a primary point of escalation for process policy and customer experience questions (FCR/CE/CA)
- Identify trends in customer behavior agent challenges loan documentation and system performance to drive continuous improvement
- Apply brand/relationship management skills to advocate for a seamless trust-building borrower experience
- Collaborate cross-functionally with Product Policy Training QA and Operations Program Managers to communicate insights and influence improvements
- Monitor dashboards identify abnormalities and escalate issues related to tooling documentation or workflow
- Contribute to the development of team SOPs training materials and operational best practices
Minimum Qualifications
- 2 years of experience in lending financial services operations underwriting or application review
- Demonstrated history of high-quality performance and meeting or exceeding productivity/quality expectations (100% or greater 4-week productivity; 92% or greater 8-week quality)
- Experience mentoring peers leading workflow allocation or supporting team escalations
- Ability to prioritize manage multiple responsibilities and drive issues to resolution
- Proven track record of integrity sound judgment and alignment with Upstart values
Preferred Qualifications
- Experience as an assistant branch manager within a bank credit union or financial institution.
- Deep knowledge of Auto products lending policies or loan onboarding operations
- Strong communication skills with the ability to influence coach and align teams
- Experience analyzing operational data or customer insights to identify trends and propose improvements
- Skills in cross-functional collaboration especially with Product QA and Training
- Familiarity with customer lifecycle experience and how brand trust is built within lending workflows
- Ability to develop and facilitate training or contribute to SOP/process documentation
- Proven ability to improve workflows reduce friction and contribute to operational efficiency
Position location This role is available in the following locations: Columbus OH
In-Office requirements. You will be required to work from the 2 days in office per week.
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.
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 youll love
At Upstart our benefits are designed to support your health financial well-being family and personal growth. Heres what you can expect:
- Competitive compensation including base pay bonus opportunities and annual equity grants that vest quarterly
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed up to $15000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical dental and vision coverage with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits including company-paid Basic Life AD&D and Short- and Long-Term Disability coverage with options to purchase supplemental coverage
- Paid time off sick and safe time and company holidays
- Paid family and parental leave to support caregiving and major life moments
- Family-centered benefits through Carrot and Cleo supporting fertility parenthood and caregiving
- Employee Assistance Program (EAP) offering mental health support and life-centered resources
- Financial wellness resources including access to financial planning tools and a financial concierge service
- Annual wellness allowance to support your physical and emotional well-being and personal development based on what matters most to you
- Annual productivity allowance to invest in relevant tools and resources you need to do your best work no matter where you work from
- Connection and community through team events and onsites all-company updates and employee resource groups (ERGs)
- Onsite perks including catered lunches and fully stocked micro-kitchens when working from one of our four offices located in the Bay Area Austin Columbus and New York City (opening Summer 2026!).
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
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Key Skills
- Business
- Information Management
- Accounting
- Corporate Risk Management
- Faculty
- Jms
About Company
Through Upstart, apply online for a fast personal loan, auto refinancing, or debt consolidation. Try our quick rate check today with no impact to your credit!
