Head of Collections Operations and Performance



Posted on Monday, December 11, 2023

About Upstart

Upstart is a 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 two-thirds of Upstart loans are approved instantly and are fully automated.

Upstart is a digital-first company, which means that most Upstarters can live and work anywhere in the U.S. 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:

As the Head of Collections Operations and Performance at Upstart, you will work within the Operations organization and partner closely with Compliance, Legal, Product and Engineering to build a robust Collections operation focused on customer experience. You will partner with Customer Service, Recovery, Onboarding and Back Office teams to create an approach unique to Upstart and our partners.

You will be responsible for leading, setting strategy and having operational oversight of account servicing activity for past due lending products. You will lead a growing group of individuals and vendors who focus on optimizing our strategy and operations to support past due borrowers.

In this position you will be responsible for people operations and manage a team of managers focused on delivering strong performance. You will oversee vendors and their performance. Additionally, you will be innovative in setting strategy, hardships programs, communication outreach and using technology to improve efficiency and effectiveness while operating in compliance with all regulatory requirements.

Position location This role is available in the following locations: Columbus, OH (Preference) or Remote

Time zone requirements The 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. Additional travel to vendors or team oversight may be required.

How you’ll make an impact:

  • Lead a team of managers, vendors and agents to service and collect on past due lending products from 1 day past due until charge-off.
  • Review, modify and design offerings to assist borrowers who are experiencing financial hardship. Identify ways to ensure customers have access to the correct hardship or settlement program for their unique situation. Provide a first class customer experience to borrowers facing hardships.
  • Design and lead a robust, omni-channel outreach program for Upstart’s loan portfolio to support borrowers and maximize returns.
  • Set contact strategy through both voice (outbound / inbound) and non-voice channels (email, physical mail, SMS, etc). Design and implement a robust skip tracing process.
  • Manage performance and execution across both internal and external teams including vendor selection and oversight.
  • Develop and monitor key KPIs and other performance metrics. Use the data to set and design strategies including segmentation and approach.
  • Regularly report out on performance, trends and progress. This role is responsible for communicating the overall health of the Collections organization.
  • Lead and drive change within the Collections organization to build infrastructure, policy, strategy, and technology improvements.
  • Work closely with the Collections strategy and communications leader and 3rd party vendor management team.

What we’re looking for:

Minimum qualifications:

  • 7+ years of experience managing loan performance, developing and executing strategy building & leading effective teams.
  • Experience working with past-due loans, setting strategy, leading projects and an in-depth understanding of collection metrics.
  • Big picture thinker: You understand how all stakeholders (from borrowers to collections agencies) behave and perform, and are highly capable of combining different tools and methods to create an effective collections strategy
  • Analytical adeptness: You are data-driven, analytical, detail-oriented and relentlessly use data to make decisions on strategy, constantly re-evaluating and updating strategy and needed to maximize effectiveness.
  • Flexible amid change and ambiguity. You are excited and comfortable working in an early-stage, high-growth company with limited historical data. You learn quickly, work independently, think creatively, and adapt well to change. You are comfortable operation quickly and scrappily, and as well as other technical and non-technical audiences at Upstart.
  • Curiosity. You are immensely curious about the root cause of issues, think critically from first principles, and never stop asking questions.
  • Thought Partner. You’re open minded and thoughtful about new ideas, and can serve as a thought partner to the team.
  • High School Diploma or GED
  • Associates/Bachelors Degree or Equivalent Work Experience

Preferred qualifications:

  • Located in Columbus, OH
  • Experience working in fintech and/or auto industry

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 holiday, vacation, 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



At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Base Salary Range
$127,200$176,000 USD

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.