Operations Manager, Customer Experience at Upstart

Upstart is seeking a highly skilled and motivated Operations Manager to lead one of their multi-channel customer support teams, including email, chat, and phone support. This role will oversee day-to-day operations, manage team production and outcomes, and provide leadership to a team of agents. The ideal candidate is passionate about operational excellence and has experience scaling systems and processes through automation and change management. This position is accountable for ensuring the team meets target KPIs and drives the adoption and measured impact of automation. The role involves hiring, coaching, and developing associates, leading continuous improvement initiatives, and defining requirements and measuring the ROI of automation, all while ensuring processes remain compliant and scalable. The Operations Manager will lead daily operations across Customer Experience channels, ensuring strong performance against productivity, adherence, and quality KPIs. A key aspect of the role involves identifying and implementing process automation and workflow enhancements in partnership with Product, Engineering, and other key teams. The manager will also oversee automation platforms and tools, analyze their performance data to identify opportunities for enhancement, reduce manual effort, and improve overall customer experience. Driving change management initiatives for smooth adoption of new tools, processes, and operational strategies, and continually optimizing existing operations to improve customer satisfaction and scale efficiently are also critical functions.