Operations Manager, Disputes

About Upstart

Upstart is the 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 80% of borrowers are approved instantly, with zero documentation to upload.

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!

Upstart’s Disputes team is responsible for managing all aspects of the customer dispute process. This includes handling direct and indirect credit disputes. The team ensures compliance with all regulatory requirements, maintains service level agreements (SLAs), and delivers high-quality, timely resolutions for every customer interaction.

As the Operations Manager, Disputes at Upstart, you will lead a high-performing team responsible for managing all incoming disputes and related claims. You’ll oversee daily operations, guide the team through complex workflows, and partner cross-functionally to enhance efficiency, maintain compliance, and improve the customer experience. You will play a pivotal role in ensuring Upstart upholds its commitment to accuracy, fairness, and timeliness in all dispute-related matters.

• Lead and manage the day-to-day operations of the Disputes team, supporting a group of 10 specialists.
• Act as the primary escalation point for complex or sensitive disputes, ensuring timely and compliant resolution.
• Oversee and streamline workflows for credit disputes to meet internal and regulatory SLAs.
• Implement process improvements to increase operational efficiency and accuracy. Partner with the product team to create automation where possible.
• Collaborate cross-functionally with Compliance, Legal, Credit Reporting, and Customer Operations teams to align on policies and escalations.
• Monitor Quality assurance metrics and provide coaching, feedback, and professional development to team members to foster growth and engagement.
• Track and analyze dispute trends to identify root causes, mitigate risks, and inform process or policy updates.
• Ensure adherence to Fair Credit Reporting Act (FCRA).

• Bachelor’s degree in Business, Finance, Operations Management, or a related field, or equivalent practical experience.
• 4+ years of experience in operations, credit disputes, or consumer lending environments.
• Minimum of 4 years experience in an operations management role, including at least 2 years focused exclusively managing and leading a dispute and fraud operations team.
• Strong understanding of FCRA, SCRA, and identity theft claim handling requirements.
• Proven track record of meeting SLAs and driving performance through metrics and process improvement.
• Demonstrated success in revamping and leading a fraud or identity theft investigations team, including implementation of process improvements that resulted in measurable gains in efficiency and risk reduction.
• Extensive experience with various identity theft typologies (e.g., synthetic , account takeover, new account fraud).
• Strong understanding of Metro 2 Reporting Standards.
• Expertise in fraud claim validation best practices.

• Experience working in fintech, banking, or a credit reporting environment.
• e-Oscar expertise and managing indirect disputes received from the credit reporting agencies.
• Skilled in process optimization, workflow automation, and root cause analysis.
• Knowledge of credit reporting systems and dispute management tools.
• Ability to interpret and apply regulatory requirements to operational processes.
• Excellent written and verbal communication skills with the ability to communicate…