Senior Complaints Manager

The Team:

Upstart’s Complaints team, within Lending Operations, is responsible for managing consumer complaints across our lending products. The team handles complaints received directly from customers and through external regulatory channels, ensuring timely, compliant resolutions while identifying opportunities to improve the customer experience.

As the Senior Operations Manager, Complaints at Upstart, you will lead a team responsible for complaint intake, investigation, resolution, and regulatory response. You will play a critical role in strengthening our complaints management framework, developing team leaders, and building scalable processes that support regulatory readiness and continuous improvement across the business.

How you’ll make an impact

Lead and develop a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement.

Oversee end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints.

Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and consistently meet service-level and regulatory requirements.

Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes.

Analyze complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements.

Develop meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

Minimum Qualifications

6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management.

3+ years of experience directly managing people within complaints operations or a related regulated financial services function.

Experience overseeing the investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies.

Experience applying consumer financial protection regulations and regulatory complaint response requirements within a banking or consumer lending environment.

Experience managing complaint operations performance through service-level metrics, workforce capacity planning, and operational reporting.

Preferred Qualifications

Experience managing complaints within a traditional banking environment, particularly across mortgage, auto, or other secured lending products.

Knowledge of regulatory complaint management expectations involving the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), and other external complaint channels.

Ability to evaluate existing operating models and implement scalable workflows, controls, and reporting processes in evolving regulatory environments.

Skills in using complaint data, trend analysis, and root cause findings to influence cross-functional partners and improve customer outcomes.

Ability to coach and develop team leaders, navigate organizational change, and apply emerging technologies, including AI tools, to improve operational effectiveness with appropriate oversight.

Position location This role is available in the following locations: Remote

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

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.

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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

$104,800—$145,000 USD