Operations Manager, Auto Collections

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 Auto Collections team supports borrowers across the full delinquency lifecycle, helping customers navigate repayment while protecting customer experience, compliance, and portfolio performance. The team is focused on scaling a high-performing Auto collections operation as Upstart continues to invest in and grow its Auto lending portfolio. As the Operations Manager, Auto Collections at Upstart, you will lead a team of Collections Specialists responsible for driving repayment outcomes and delivering empathetic, compliant customer interactions. You will play a key role in coaching and developing frontline talent, improving operational performance, and helping shape the future of Auto Collections processes and strategy as the business scales. How you’ll make an impact Lead, coach, and develop a team of Collections Specialists supporting Upstart’s Auto portfolio across all stages of delinquency Drive team performance against key operational metrics, including collection rate, action rate, payment resolution outcomes, and customer experience measures Conduct regular coaching sessions, one-on-ones, and performance development conversations to improve individual and team effectiveness Partner cross-functionally with Compliance, Analytics, Workforce Management, Training, and Product teams to improve operational execution and customer outcomes Identify trends, operational gaps, and process improvement opportunities using portfolio and performance data Foster a collaborative and engaging remote team culture through consistent communication, team huddles, recognition, and development initiatives Support the scaling of the Auto Collections organization by helping refine processes, documentation, and operational best practices Ensure collection activities are executed in compliance with company policies, regulatory requirements, and customer experience standards Minimum Qualifications 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 Preferred Qualifications Knowledge of Auto collections operations, including repossession processes, title-related servicing, reinstatements, or secured lending practices Ability to identify process improvement opportunities and influence operational enhancements across teams Skills in building engagement and team connectivity within remote or distributed work environments Experience partnering cross-functionally with Compliance, Analytics, Product, or Workforce Management teams Ability to balance customer experience, operational performance, and compliance requirements in a fast-paced environment Position location This role is available in the following locations: Remote 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. #LI-REMOTE #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). United States | Remote - 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. Health Savings Account contributions from Upstart for eligible plans (US only) Income protection benefits, including life insurance and disability coverage for added financial security Paid time off, sick leave, and company holidays, in line with local requirements Paid family and parental leave to support caregiving and major life moments (duration varies by country) Family-centered benefits to support fertility, parenthood, and caregiving needs 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 (US Only) 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, all-company updates, and employee resource groups (ERGs) Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!) For roles based in Canada, please note that we are not currently able to hire in Quebec. 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 [email protected] https://www.upstart.com/candidate_privacy_policy