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Lead Operations Associate, Customer Experience at Upstart - ApplyBlast

Lead Operations Associate, Customer Experience

Upstart

9 days ago

3.9 on Glassdoor

Columbus, Ohio, United States

Hybrid

Full Time

Medior

0 applicants

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About this role

The Lead Operations Associate, Customer Experience supports the team's daily health by building AI tools, analyzing workforce needs, and investigating recurring issues to improve the applicant experience. This individual contributor role partners with Operations Managers and cross-functional teams to enhance quality, productivity, and service levels while communicating risks and driving improvements to results. The position requires monitoring queue health, resolving complex applicant issues, and providing peer guidance and training.

Responsibilities

Monitor queue health and recommend staffing adjustments to improve service levels
Investigate complex applicant issues and identify root causes across systems and policies
Partner with workforce management to interpret demand data and optimize scheduling

Skills

About Upstart

upstart.com

Headquarters

San Mateo, California, United States

Company Size

1001-5000 employees

Founded

2012

View Profile

Upstart is an AI-driven lending platform that partners with banks and credit unions to offer personal loans, auto refinancing, and debt consolidation while expanding access to affordable credit. Founded by ex-Googlers, it uses a proprietary underwriting model that goes beyond FICO—incorporating signals like schools attended, area of study, academic performance, and work history—to identify high-quality borrowers, including those with limited credit history. Consumers can check rates online with no impact to their credit and access fast funding with transparent pricing and no hidden fees. Financial institutions integrate Upstart to originate loans more efficiently and reach underserved borrowers.