Lead Operations Associate, Customer Experience

Upstart’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.

As 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.

How you’ll make an impact

• Improve 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.
• Investigate 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.
• Partner with workforce management and Operations Managers to interpret demand, capacity, coverage, occupancy, adherence, and shrinkage data and recommend staffing or scheduling adjustments.
• Provide peer training, process guidance, and routine feedback, maintain team resources, and complete spot checks; escalate formal coaching and performance concerns to Operations Managers.
• Coordinate 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.

Minimum Qualifications

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