Senior Product Operations Manager, Telephony
Upstart
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See open jobs at Upstart.See open jobs similar to "Senior Product Operations Manager, Telephony" Purpose.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 Product Operations, Telephony team is responsible for delivering a great experience for customers calling Upstart. As the Senior Product Operations Manager, Telephony at Upstart, you will be instrumental in driving the vision, strategy, and optimization of our customer support experience. You will partner with operational, product, and engineering leaders to innovate and scale our current telephony offerings and implement additional channels to provide a best in class, omni-channel experience. You will own the customer experience platform roadmap and manage our telephony configuration team.
Position Location - This role is available in the following locations: Remote, but must be willing to work East Coast hours beginning at 9am ET.
Time Zone Requirements - The team operates on the East/West coast time zones, but East coast is preferred.
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:
- Own the customer experience platform roadmap to support the customer journey across all products and operational teams
- Partner with Product Management and Engineering to scope, plan, and execute on any product roadmap initiatives impacting or requiring customer experience platform support
- Define and enforce a stable, scalable configuration architecture that supports optimization, experimentation, and best practices
- Manage customer experience platform configuration team and to ensure delivery of high quality outputs with solid testing and change management practices
- Oversee day to day vendor management activities; ensure SLAs are being met and managing escalations as necessary
- Become a subject matter expert of the customer journey and all operational touch points in order to identify opportunities for automation and improvement
- Leverage an analytical mindset. Collect data, stakeholder feedback, and program results to inform gains in efficiency and effectiveness
- Balance setting strategic priorities under pressure with high-quality, tactical execution
What we’re looking for:
- Minimum qualifications:
- 5+ years experience developing and executing IVR strategy (not limited to configuration)
- Proven success leading configuration teams, equally comfortable in the weeds and with high level strategy
- Experience working with product and engineering teams to build and launch product features, designing automation scripts or tools, implementing and configuring support systems and tools
- Ability to synthesize multiple perspectives and drive consensus across many stakeholders
- Extreme customer orientation, obsessive about delivering a great end product
- Bachelor's Degree
- Preferred qualifications:
- Experience managing omni channel business strategies
- Knowledge of key regulatory requirements such as UDAAP, TILA, GLBA, TCPA, FDCPA, and SCRA
- Experience working in a fast paced, earlier stage organization
- Consumer lending or financial services experience
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
#LI-REMOTE
#LI-MidSenior
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).
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 candidate_accommodations@upstart.com
This job is no longer accepting applications
See open jobs at Upstart.See open jobs similar to "Senior Product Operations Manager, Telephony" Purpose.