Senior Complaints Manager

Upstart’s Complaints team, within Lending Operations, is responsible for managing consumer complaints across our lending products. The team handles complaints received directly from customers and through external regulatory channels, ensuring timely, compliant resolutions while identifying opportunities to improve the customer experience.

As the Senior Operations Manager, Complaints at Upstart, you will lead a team responsible for complaint intake, investigation, resolution, and regulatory response. You will play a critical role in strengthening our complaints management framework, developing team leaders, and building scalable processes that support regulatory readiness and continuous improvement across the business.

How you’ll make an impact

• Lead and develop a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement.
• Oversee end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints.
• Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and consistently meet service-level and regulatory requirements.
• Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes.
• Analyze complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements.
• Develop meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

Minimum Qualifications

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