Head of Borrower Success

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 3,000 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, 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 Customer Experience team helps borrowers navigate the lending experience while maintaining a high bar for compliance, operational performance, and customer experience. The team supports multi-channel workflows and partners closely with Product, Engineering, Analytics, and Compliance to improve borrower support programs, scalability, and operational outcomes. As the Head of Borrower Success, you will lead and evolve Upstart’s Borrower Success operations, including internal leaders and external vendor partners. You will improve the borrower experience by scaling effective operating systems, strengthening performance and controls, and developing teams that deliver consistent results in a complex, evolving environment. How you’ll make an impact • Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email, with accountability for service levels, quality, productivity, compliance, staffing, and cost efficiency. • Establish consistent performance management, coaching, and quality frameworks that improve borrower outcomes and operational performance across teams and vendor sites. • Use operational data and reporting to identify trends, diagnose root causes, and prioritize opportunities to improve service quality, efficiency, and scalability. • Strengthen operational controls and quality programs to reduce errors, improve compliance performance, and support sustainable growth. • Partner with Product and Engineering to reduce avoidable borrower contacts, simplify customer journeys, expand effective self-service, and improve support tooling and automation. • Collaborate with Analytics, Compliance, and other cross-functional partners to improve workflows, operating programs, and the end-to-end borrower experience. Minimum Qualifications • Bachelor’s degree or equivalent practical experience. • 4+ years of experience leading customer support, customer experience, servicing, or related operations. • Experience managing managers and leading scaled customer operations across multiple channels. • Experience managing outsourced vendor operations, including accountability for service levels, quality, staffing, compliance, or cost