People Matter

Licensed Operations Manager



Columbus, OH, USA
Posted on Friday, May 31, 2024

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 live and work anywhere in the United States. However, 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

Upstart’s Home Lending team is Our Mortgage Operations team is the newest division at Upstart. Over the next 12 months we’re looking to continue rapidly expanding the product across all 50 states. Over time, we will also add additional products, including additional equity and 1st mortgage products. The team will be small to start, so we’re looking for individuals with a start up mentality, willing to go above and beyond their job descriptions to help our customers and ultimately put Upstart Mortgage at the top of the list for best places to get a Home Loan.

As the Licensed Operations Manager at Upstart, you will be responsible for all licensed processors’ and analysts’ performance and KPI’s. This will include, but not be limited to, Phone Service Levels, daily production, quality, and schedule adherence. The Operations Manager will work closely with key stakeholders under the Home Lending Vertical, and will report directly to the Head of Home Lending. This role will be key to the initial scaling of the product and long term success of the entire Home Lending operation.

Position Location - This role is available in the following locations: Columbus, Ohio.

Time Zone Requirements - This 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.

How you’ll make an impact:

  • Manage and oversee the daily operations of the Home Lending team, ensuring efficient and effective workflows and processes.
  • Help develop and implement strategies to optimize team performance and achieve department goals and targets.
  • Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
  • Collaborate with other departments, including Product and Engineering, Learning and Development, and Quality assurance to ensure seamless operations and adherence to company policies and procedures.
  • Prepare and present reports and updates on team performance, including key metrics, trends, and areas of improvement to senior management.
  • Work closely alongside the Head of Home Lending, Workforce Management and Finance to ensure staffing conditions are being optimized.

What we’re looking for:

  • Minimum qualifications:
    • 3+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential.
    • 5+ years working in the Home Lending industry.
    • Currently hold an NMLS license (Not a registration). The license can be out of date, but not expired.
    • Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
  • Preferred qualifications:
    • 5+ years of people leadership experience in an operations environment.
    • Servicing or Interim-servicing experience.
    • Previous background in Mortgage Underwriting.

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).

Columbus, OH - Anticipated Base Salary Range
$75,900$102,700 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.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email