Lead Operations Associate, Customer Experience at Upstart (~$0k/year)

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Monitor queue health, service levels, backlog, and operational trends across phone, email, and
Investigate complex applicant issues and performance gaps, identify root causes, recommend fixes
Partner with workforce management and Operations Managers to interpret demand, capacity, coverage
Provide peer training, process guidance, and routine feedback; maintain team resources and complete
Coordinate improvements with internal and vendor partners, help define requirements, test rollouts

Experience resolving complex customer or operational issues across systems and customer support
Experience analyzing operational or workforce data (e.g., demand, handle time, service levels
Experience supporting peer development through training, process guidance, or routine feedback
Experience investigating root causes and coordinating operational improvements across teams, from

Competitive compensation including base pay, bonus opportunities, and annual equity grants
Retirement benefits including 401(k) or Group Retirement Savings Plan with company match up to
Employee Stock Purchase Plan (ESPP)
Comprehensive health coverage (medical, dental, vision, wellness)
Health Savings Account contributions
Income protection benefits (life insurance and disability coverage)

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