Senior Director, Operational Excellence

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.

The Team

The Lending Operations team is responsible for delivering exceptional customer experiences while maintaining strong operational controls across the lending lifecycle. As Upstart continues to scale, Operational Excellence serves as a critical function that ensures customer issues are resolved effectively, risks are identified and mitigated, and operational processes continuously improve.

The Senior Director, Operational Excellence will build and lead several high-impact functions, including Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control. This leader will establish the strategy, operating model, and team structure needed to drive consistent execution, regulatory readiness, customer-centric outcomes, and continuous improvement across Lending Operations. They will partner closely with Operations, Compliance, Legal, Risk, Product, and Engineering to identify root causes, strengthen controls, and elevate operational performance.

How you’ll make an impact

• Build and lead a high-performing Operational Excellence organization spanning Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.
• Develop the long-term strategy, organizational design, operating rhythms, and performance management framework for the Operational Excellence function.
• Establish scalable processes for identifying, investigating, tracking, and resolving operational issues while ensuring appropriate governance and accountability.
• Create and oversee complaint management programs that drive timely resolution, root-cause identification, trend analysis, and continuous improvement.
• Lead the strategy and execution for identity theft investigations and credit dispute operations, ensuring compliance with applicable regulatory requirements and customer protection standards.
• Design and mature a quality control program that evaluates operational performance, identifies process gaps, and drives measurable improvements in customer and business outcomes.
• Partner with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations leaders to strengthen operational controls and mitigate emerging risks.