Head of Collections and Loss Mitigation

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 Collections team is responsible for helping borrowers navigate repayment while optimizing recovery outcomes and maintaining a high bar for compliance and customer experience. The team operates across multi-channel workflows and partners closely with Product, Engineering, Analytics, and Compliance to continuously improve operational performance, scalability and borrower support programs. As the Head of Internal Collections & Loss Mitigation, you will lead and evolve Upstart’s internal collections and loss mitigation operations. You will drive measurable improvements in performance, operational efficiency, and borrower experience by scaling high-performing systems, strengthening operational rigor, and building a high-performing team of managers. This role combines strategic operational leadership with hands-on execution in a complex and evolving environment. How you’ll make an impact Lead and develop a team of managers responsible for collections and loss mitigation operations supporting approximately 40 agents across collections and loss mitigation operations Drive measurable improvements in collections performance, including recovery rates, productivity, SLA adherence, QA performance, and borrower outcomes through data-informed operational management Standardize performance management frameworks, coaching practices, and accountability mechanisms to improve consistency and scale top-performer behaviors across teams Build operational visibility through data-driven reporting, performance metrics, and dashboards that identify trends, root causes, and opportunities for improvement Strengthen operational controls and QA frameworks to reduce manual error rates, improve compliance performance, and support scalable growth across collections and loss mitigation operations Partner cross-functionally with Product, Engineering, Compliance, and Analytics teams to improve tooling, automation, workflows, and borrower programs Minimum Qualifications Bachelor’s degree or equivalent practical experience 10+ years of experience in collections, servicing, or loss mitigation operations 5+ years of direct people management experience, including experience managing managers in a scaled operations environment Experience leading operations teams of 20+ agents across multi-channel workflows Demonstrated track record of improving collections performance using data-driven methods Preferr