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 Qualific