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Operations Manager, Auto Collections

2 weeks, 5 days ago
United States
Full-time
Senior
Operations Manager
Operations
Apply Now
Upstart

Upstart

Upstart Powered Loans: Personal, Car Refinance & Consolidation 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! Founded by ex Googlers, Upstar...

Banks
1K-5K
Founded 2012
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Description

  • Lead, coach, and develop a team of Collections Specialists across all stages of the Auto delinquency lifecycle.
  • Drive performance against collection rate, action rate, payment resolution, and customer experience metrics.
  • Conduct regular coaching sessions, one-on-ones, and performance development conversations.
  • Partner with Compliance, Analytics, Workforce Management, Training, and Product teams to improve operations and outcomes.
  • Identify trends, operational gaps, and process improvement opportunities using portfolio and performance data.
  • Foster a collaborative remote team culture through communication, team huddles, recognition, and development initiatives.
  • Help refine processes, documentation, and operational best practices to support the scaling of Auto Collections.
  • Ensure all collection activities comply with company policies, regulatory requirements, and customer experience standards.

Requirements

  • 3+ years of experience leading frontline teams in collections, customer operations, or contact center environments.
  • Experience managing performance in a KPI-driven environment with accountability for operational metrics and team outcomes.
  • Experience coaching and developing employees through structured performance management, one-on-ones, and development planning.
  • Experience using operational performance data and reporting to drive decision-making and improve team effectiveness.
  • Knowledge of Auto collections operations, including repossession processes, title-related servicing, reinstatements, or secured lending practices (preferred).
  • Ability to identify process improvement opportunities and influence operational enhancements across teams (preferred).
  • Skills in building engagement and team connectivity within remote or distributed work environments (preferred).
  • Experience partnering cross-functionally with Compliance, Analytics, Product, or Workforce Management teams (preferred).
  • Ability to balance customer experience, operational performance, and compliance requirements in a fast-paced environment (preferred).

Benefits

  • Anticipated base salary range of $79,000 to $109,200 USD for U.S. remote roles.
  • Target bonuses and annual equity grants.
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) or Group Retirement Savings Plan with company match of $2 for every $1 contributed, up to $15,000 annually.
  • Employee Stock Purchase Plan (US only) with discounted stock purchase options.
  • Paid time off, sick leave, and company holidays.
  • Paid family and parental leave, plus family-centered fertility and caregiving benefits.
  • Employee Assistance Program, financial wellness resources, annual wellness allowance, annual productivity allowance, and onsite perks such as catered lunches and micro-kitchens at office locations.

Interested in this position?

Apply directly on the company website

Apply Now

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