People Matter

Principal Product Manager, Borrower Experience



United States · Remote
Posted on Thursday, July 4, 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:

Borrowers at Upstart are often approved within 20 minutes, but spend five years repaying their loans. Upstart’s Servicing team manages 99 percent of borrower interactions, aiming to maximize loan performance through effortless, delightful experiences and precise, ML-driven decision making.

As the Principal Product Manager of Borrower Experience at Upstart, you will empower over 2 million borrowers with effortless self-serve payment options to avoid and recover from delinquency as they pay back $15BN in loans. You’ll collaborate with engineering, machine learning, operations, and design teams to create a groundbreaking system that makes the healthiest financial choices the easiest ones.

How you’ll make an impact

  • Write detailed requirements, manage agile processes, and drive roadmap consensus on the entirety of our repayment surface area.
  • Understand users deeply in collaboration with design, doing research and experimenting when necessary to create a robust mental model.
  • Evolve and mature our technical payments ecosystem in collaboration with engineering to achieve best-in-class effortlessness and optionality for borrowers.
  • Collaborate with machine learning and to smartly predict borrower financial outcomes, and use those predictions to nudge borrowers in the right direction.
  • Demonstrate and encourage best practices in product management, influencing product managers throughout the company.

Minimum Qualifications

  • 5+ years of consumer product management experience on a fast-moving, high-growth team.
  • Demonstrated success in driving metrics through rapid and precise experimentation.
  • Strong customer empathy and product sense. You have independently authored and executed on a multi-quarter roadmap, and have been around to see the consequences (good and bad) of your decisions.
  • Rigorous and analytical problem solving; well structured, concise, and highly effective communication.
  • Ownership and growth mindset. You act like an owner. You’re often right, but humble and open minded about being wrong. You’re perpetually dissatisfied and striving to improve yourself and the team.

Preferred Qualifications

  • Experience with a multi-year retention time-curve.
  • Experience in consumer fintech. Full-stack (not backend-only) payments experience is an especial plus.
  • Aptitude for and interest in credit and personal finance economic concepts.
  • Demonstrated and expressed mission orientation, and outsized results that match your passion.

Position location - This role is available in the following locations: San Mateo, California; Columbus, Ohio; Austin, Texas; or Remote USA

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.



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
$187,900$260,000 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.

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