Program Manager

About Upstart

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

The Team

Upstart’s Servicing & Enablement team is responsible for driving strategic initiatives, operational readiness, and scalable improvements across all facets of the Servicing vertical. We work cross-functionally with engineering, product, compliance, and operations to launch high-impact projects, improve efficiency, and deliver effortless borrower experiences. Our goal is to lead high-quality, scalable programs that support long-term servicing strategy and enable teams to operate with excellence.

As a Program Manager within Servicing, you will be responsible for scoping, driving, and delivering the most impactful initiatives that help Upstart achieve our Servicing goals and quarterly commitments. You’ll operate across borrower success, collections, or broader servicing strategy — aligning partners, defining execution plans, and ensuring timely delivery.

This role is highly cross-functional and requires exceptional communication and problem-solving skills. You’ll partner closely with product, engineering, analytics, machine learning, compliance, and operations teams to break down complex servicing challenges, define structured approaches, and drive clear, measurable outcomes.

Position Location - This role is available in the following locations: Remote.

Time Zone Requirements - This team operates on the East/West 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.

How you’ll make an impact:

• Deliver critical servicing initiatives — lead cross-functional projects that advance servicing goals and quarterly commitments. Define scope, timelines, stakeholders, and success criteria to ensure timely, high-quality execution.
• Map and optimize core processes — analyze complex borrower and operational workflows to identify inefficiencies, surface improvement opportunities, and recommend scalable solutions that enhance performance and/or customer experience.
• Bring structure to complex problems — break down ambiguous operational challenges by defining current state, dependencies, and root causes. Develop structured, data-backed recommendations that simplify execution and improve outcomes.
• Coordinate cross-functional execution — partner closely with product, engineering, analytics, machine learning, and operations to align on requirements, remove blockers, and ensure smooth, coordinated delivery.
• Streamline and document servicing workflows — translate process improvements into clear, actionable documentation and playbooks. Standardize procedures across teams and vendors to drive consistency, accountability, and operational excellence.

What we’re looking for:

• Minimum qualifications:
  • 4–6 years of experience in program management, operations, or business process improvement, ideally within complex or highly cross-functional organizations.
  • Proven ability to execute and deliver projects on time across multiple stakeholder groups.
  • Exceptional verbal and written communication skills — able to communicate clearly, concisely, and effectively up, down, and across the organization, including with technical and non-technical partners.
  • Demonstrated experience translating ambiguous business needs into structured plans and actionable outcomes.
  • Strong problem-solving and analytical skills; able to break down complex problems and propose practical, scalable solutions.
  • Experience collaborating with product, engineering, and analytics teams to drive operational or product improvements.
• Preferred qualifications:
  • Experience in fintech, financial services, or customer operations (familiarity with automation, digital servicing tools, and AI-assisted operations a plus).
  • Comfortable with data-driven decision-making and presenting insights to leadership.
  • Passion for simplifying complexity, creating clarity, and helping teams see how their work drives company impact.

What you'll love:

• Competitive Compensation (base + bonus & equity)

• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart

• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings

• Employee Stock Purchase Plan (ESPP)

• Life and disability insurance

• Generous sick and safety leave

• Supportive parental, family care, and military leave programs

• Annual wellness, technology & ergonomic reimbursement programs

• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering

• Catered lunches + snacks & drinks when working in offices

#LI-REMOTE

#LI-Associate