Operations Manager, Loan Processing

About this role

About Upstart

At Upstart, we’re 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 that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 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.

We’re 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 doesn’t mean distant. We’re 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), you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team:

Upstart’s Loan Processing team is seeking a highly skilled and motivated Operations Manager to help lead our Personal Loans Team. The Operations Manager will be responsible for overseeing the day-to-day operations of the Personal Loan department, managing team production and outcomes, and providing leadership and guidance to a team of associates and Associate Operations Managers. The ideal candidate will have a strong background in people management, operations, and a proven track record of driving results in a fast paced environment.

As the Operations Manager, Loan Processing at Upstart, you will be responsible for ensuring the Personal Loans team is meeting all target KPIs, such as productivity, turnaround times and touch rates, schedule adherence, and quality. The Operations Manager will work closely with other key leaders across Upstart to help guide and implement strategies for the department. Additionally, the Operations Manager will be responsible for providing leadership, coaching, and mentorship to associates and associate managers.

How you’ll make an impact

• Manage and oversee the daily operations of the Personal Loans team, ensuring efficient and effective workflows and processes.

• Help develop and implement strategies to optimize team performance and achieve department goals and targets.

• Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.

• Collaborate with other departments, including Product and Engineering, Learning and Development, and Quality assurance to ensure seamless operations and adherence to company policies and procedures.

• Prepare and present reports and updates on team performance, including key metrics, trends, and areas of improvement to senior management.

• Work closely alongside the Head of Personal Loans, Workforce Management and Finance to ensure staffing conditions are being optimized.

Minimum Qualifications

• 2+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential

• Excellent communication skills, both written and verbal with the ability to effectively communicate with team members and senior management.

• Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.

Preferred Qualifications

• 3+ years of people leadership experience in an operations environment.

• 2+ years of collections and/or servicing experience.

Position location This role is available in the following locations: Columbus, OH

Time zone requirements The team operates on the East coast time zones

In-Office requirements. You will be required to work from the Columbus, OH office 2 days per week.

#LI-Associate

At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

Columbus, OH - Anticipated Base Salary Range $79,000 — $109,200 USD

What you'll love

At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly

• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)

• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)

• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada

Similar jobs

• Senior Manager, Loan Operations — Piermontbank · New York, NY
• Loan Processing and Operations Associate — Morty · Remote
• Senior Loan Processor, Auto — Upstart · Columbus, OH, USA
• Senior Loan Processor, Personal Loans — Upstart · Columbus, OH, USA
• Operations Manager, Production — Hellofresh · Goodyear, AZ, United States
• Operations Manager — Shipmonk · Louisville, Kentucky, United States
• Operations Manager — Odeko · Charlotte, North Carolina, United States
• Operations Manager — Misfitsmarket · Hanover MD