Compliance Manager, Complaints

Company Info:

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.
Upstart-powered banks and credit unions have higher approval rates and lower loss rates across races, ages, and genders.
More than 80% of borrowers are approved instantly, with zero documentation to upload.
Upstart is a digital-first company with offices in San Mateo, California; Columbus, Ohio; Austin, Texas; and New York City (opening Summer 2026).
Mission: enabling access to effortless credit based on true risk.

Team Description:

Compliance team ensures company products operate with integrity, transparency, and accountability.
Works cross-functionally to identify and mitigate risk, design scalable compliance solutions, and uphold consumer trust.
Focus on building a best-in-class Compliance Management System (CMS), leveraging data and automation for efficiency, and staying ahead of regulatory changes.

Job Description / Responsibilities:

Shape the strategic direction of Upstart’s enterprise complaints program by defining vision, governance routines, and aligning complaint oversight with Compliance, Risk, and Operational objectives.
Transform complaint data into actionable risk intelligence using analytics and automation to identify root causes, systemic issues, and drive improvements in customer experience and regulatory outcomes.
Enhance Upstart’s CMS through strong program design, continuous control improvement, and partnership with first-line teams as products, partnerships,

and regulations evolve.

Operations, senior leadership to ensure complaint trends inform enterprise risk strategy, customer treatment, and regulatory engagement.

Champion innovation and team development by mentoring compliance professionals and implementing process efficiencies.

Minimum Qualifications:

risk management or operations; includi... [truncated for brevity]