Head of Customer Experience Columbus, OH

**Head of Customer Experience**

at Upstart Columbus, OH By leveraging Upstart's AI platform, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX. **About Upstart**

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, were now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. Weve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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, wed love to hear from you!

**Heres more about what youll be doing:**

* Lead all teams dedicated to providing frontline customer support to customers. O versee our daily customer support operations, ensuring workflow efficiency and effectiveness, adherence to Upstart policies and regulatory guidelines, and high-quality customer experiences.

* Develop a strategic vision and plan for how we expand and deepen our service offerings across channels, identify opportunities for efficiency and quality improvements, and implement new initiatives and experiment with innovative tactics.

* Drive consistently excellent day-to-day performance across our phone and email support channels, and ensure SLAs and quality levels are met.

* Review and analyze customer experience metrics and business trends to identify and troubleshoot issues, anticipate roadblocks, and implement changes.

* Build and maintain strong relationships with external vendor partners. Hold partners accountable for strong and consistent performance and quality.

* Represent the voice of the customer company-wide. Track and analyze trends in customer issues and feedback, and help analyze and summarize that data in a way that is actionable to other teams.

**The ideal candidate has:**

* Bachelors degree and 10+ years experience, ideally in consumer financial services or technology.

* 10+ years of proven success building and leading highly effective customer or service operations teams

* **Execution excellence:** you are adept at driving and implementing large operational initiatives and workstreams. You excel at project management, and enjoy helping team members develop their own project management aptitude. You are always looking for process improvements and taking the initiative to make the companys operations more efficient and effective.

* **Respected and influential manager and leader:** you genuinely enjoy managing and developing people, especially mid/senior level managers. You know how to lead and inspire a frontline production team.

* **Metrics and data-oriented:** you make decisions based on data, and are always seeking to understand the nuanced quantitative data and root cause behind a problem. You adeptly triangulate data sources, digging deeply into the details as needed while also monitoring and diagnosing higher level trends and interactions between metrics.

* **Scrappy and resourceful:** you are adept working in a startup setting and are willing to roll up your sleeves and get hard work done. You are proactive in testing assumptions and proposing changes to existing structures and policies.

* **Adept working cross-functionally and with external partners:** you are skilled at working cross-functionally and establishing yourself as a resource others teams can trust and rely on. You can communicate effectively, diplomatically, and strategically to external partners as needed.

* **Compliance minded and detail-oriented:** you embrace operating amid defined rules and policies and high quality standards, and understand how to work in a highly regulated industry where the compliance function is one of the most important partners. You handle escalations with diplomacy and care.

**What youll love:**

* Competitive Compensation (base + bonus & equity)

* Comprehensive medical, dental, and vision coverage

* Personal Development and Technology & Ergonomic Budgets

* Life insurance and disability benefits

* Clubs and Activities (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams)

* Generous vacation policy

* 401(k) and Employee Stock Purchase Plan (ESPP)

* Catered lunches + snacks & drinks

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.

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As set forth in Upstarts Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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