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
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