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Senior Director, Operational Excellence

2 weeks, 6 days ago
United States
Full-time
Executive
Operations Manager
Project and Program Management
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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
View All Jobs 55

Description

  • Build and lead the Operational Excellence organization spanning Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.
  • Develop the long-term strategy, organizational design, operating rhythms, and performance management framework for the function.
  • Establish scalable processes for identifying, investigating, tracking, and resolving operational issues with clear governance and accountability.
  • Create and oversee complaint management programs focused on timely resolution, root-cause analysis, trend identification, and continuous improvement.
  • Lead identity theft investigation and credit dispute operations while ensuring compliance with regulatory requirements and customer protection standards.
  • Design and mature a quality control program that evaluates performance, identifies process gaps, and drives measurable improvements.
  • Partner with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations to strengthen controls and mitigate risks.
  • Develop executive reporting, dashboards, and governance mechanisms to monitor operational health, customer experience, and risk trends.
  • Drive a culture of accountability, operational rigor, and data-driven continuous improvement.
  • Recruit, develop, and mentor leaders and team members in an inclusive, high-performance environment.

Requirements

  • 12+ years of experience in operations, operational risk, operational excellence, complaint management, quality assurance, compliance operations, or related functions within financial services, fintech, banking, lending, or consumer finance.
  • 7+ years of people leadership experience, including managing managers and leading multi-functional organizations.
  • Experience building and scaling operational programs, teams, and governance frameworks in a regulated environment.
  • Experience leading customer complaint management, issue management, quality control, audit, risk, compliance, or related operational functions.
  • Experience developing and presenting operational performance metrics and executive-level reporting to senior leadership.
  • Experience driving cross-functional initiatives involving Operations, Product, Risk, Compliance, Legal, and Technology teams.
  • Bachelor's degree or equivalent practical experience.
  • Preferred experience leading Operational Excellence, Operational Risk, Complaint Management, Quality Assurance, or Control functions within lending, banking, fintech, or consumer financial services.
  • Preferred experience supporting regulatory examinations, audits, remediation programs, and control enhancement initiatives.
  • Knowledge of consumer protection regulations and operational risk management practices applicable to lending operations.
  • Experience building issue management and root-cause analysis frameworks that drive measurable business outcomes.
  • Experience leveraging automation, workflow tools, and data analytics to improve operational effectiveness and customer experience.
  • MBA or other advanced degree preferred.
  • Experience operating in a high-growth technology or fintech environment preferred.
  • Must operate on East/West coast time zones and be available for periodic onsite collaboration.

Benefits

  • Anticipated base salary range of $198,000 to $275,000 USD.
  • Target bonuses and annual equity grants.
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually.
  • Employee Stock Purchase Plan with discounted stock purchase options for eligible U.S. employees.
  • Paid time off, sick leave, and company holidays.
  • Paid family and parental leave, plus fertility, parenthood, and caregiving support.
  • Employee Assistance Program with mental health support and life-centered resources.
  • Annual wellness allowance and annual productivity allowance.
  • Onsite perks such as catered lunches and fully stocked micro-kitchens at office locations.

Interested in this position?

Apply directly on the company website

Apply Now

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