{"id":2477787,"url":"https://alion.io/job/upstart-lead-operations-associate-customer-experience","title":"Lead Operations Associate, Customer Experience","company":{"id":1709,"name":"Upstart","domain":"upstart.com","url":"https://alion.io/company/upstart","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":16,"ghost_share":0,"stale_share":0.375,"repost_share":0,"time_to_fill_p50_days":70,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Columbus, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":28,"max":39,"currency":"USD","period":"hour","gross":null,"usd_annual":78000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-13T20:22:09Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T03:30:48Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Upstart\nAt 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.\nAs 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.\nWe’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.\nIf 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.\nThe Team: \nUpstart’s Customer Experience team helps applicants navigate the borrowing process across phone, email, and chat. The team combines customer support, operational expertise, and collaboration across departments to resolve issues accurately and improve the applicant experience.\nAs the Lead Operations Associate, Customer Experience, you will support daily team health by building practical AI tools, analyzing workforce needs, investigating recurring issues, and providing peer guidance. In this individual contributor role, you will partner with Operations Managers and cross-functional teams to improve quality, productivity, and service levels while communicating risks early and following improvements through to results.\nHow you’ll make an impact\nImprove performance across phone, email, and chat by monitoring queue health, service levels, backlog, and operational trends, and recommending timely responses to staffing gaps and bottlenecks.\nInvestigate complex applicant issues and performance gaps across systems, policies, staffing, and team handoffs; identify root causes, recommend fixes, and verify whether changes resolve the issue.\nPartner with workforce management and Operations Managers to interpret demand, capacity, coverage, occupancy, adherence, and shrinkage data and recommend staffing or scheduling adjustments.\nProvide peer training, process guidance, and routine feedback, maintain team resources, and complete spot checks; escalate formal coaching and performance concerns to Operations Managers.\nCoordinate improvements with internal and vendor partners, help define requirements and test rollouts, and escalate automation exceptions or system failures with clear documentation during incidents and high-volume events.\nMinimum Qualifications \nExperience resolving complex customer or operational issues across systems and customer support channels.\nExperience analyzing operational or workforce data, including demand, handle time, service levels, backlog, and coverage, to recommend staffing or scheduling responses.\nExperience supporting peer development through training, process guidance, or routine feedback.\nExperience investigating root causes and coordinating operational improvements across teams, from gathering evidence through testing solutions and documenting outcomes.\nPreferred Qualifications\nConsumer lending or fintech experience, including familiarity with verification, policy, or compliance workflows.\nExperience with workforce management platforms, routing systems, operational dashboards, or spreadsheet analysis.\nExperience building or improving AI tools, reusable prompt workflows, or operational automations, including testing outputs, evaluating results, and supporting adoption; experience with customer-facing AI or chatbot quality.\nClear written and verbal communication, with the ability to explain operational findings, influence without direct authority, and exercise judgment on sensitive escalations.\nAbility to manage competing priorities, adapt to feedback, and communicate risks with evidence and a recommended next step.\nPosition location This role is available in the following locations: Columbus, OH \nTime zone requirements The team operates on the East coast time zone.\n In-Office requirements. You will be required to work from the Easton office 2 days per week. \nShift time requirements: You must be able to adhere to one of the following work schedules:\nSunday - Thursday, 11:30am - 8:00pm ET\nTuesday - Saturday, 11:30am - 8:00pm ET\nTravel 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.\n#LI-Associate \nThis is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.\nColumbus, OH - Anticipated Hourly Rate Range\n$28.56—$39.52 USD\nWhat you'll love\nAt Upstart, our benefits for full-time employees are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:\nCompetitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly \nRetirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)\nEmployee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)\nComprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.\nHealth Savings Account contributions from Upstart for eligible plans (US only)\nIncome protection benefits, including life insurance and disability coverage for added financial security\nPaid time off, sick leave, and company holidays, in line with local requirements\nPaid family and parental leave to support caregiving and major life moments (duration varies by country)\nFamily-centered benefits to support fertility, parenthood, and caregiving needs\nEmployee Assistance Program (EAP) offering mental health support and life-centered resources\nFinancial wellness resources, including access to financial planning tools and a financial concierge service (US Only)\nAnnual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you\nAnnual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from\nConnection and community through team events, all-company updates, and employee resource groups (ERGs)\nOnsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City\nFor roles based in Canada, please note that we are not currently able to hire in Quebec.\nUpstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.\nIf you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email \nhttps://www.upstart.com/candidate_privacy_policy","description_format":"text","description_chars":8361,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Life insurance","Parental leave","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Financial AI","Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-10-13T21:52:34Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":70,"reasons":["conf:3","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":78000,"is_top_pay":false},"html_url":"https://alion.io/job/upstart-lead-operations-associate-customer-experience","json_url":"https://alion.io/job/upstart-lead-operations-associate-customer-experience.json","meta":{"generated_at":"2026-10-14T06:50:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8135,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1709},"rest":"https://alion.io/mcp/rest/get_company?id=1709"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fupstart-lead-operations-associate-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fupstart-lead-operations-associate-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fupstart-lead-operations-associate-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/upstart-lead-operations-associate-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fupstart-lead-operations-associate-customer-experience"}]}