Chief of Staff

The Team: 

Borrowers at Upstart are often approved within 20 minutes, but spend five years repaying their loans. Upstart’s Servicing team manages 99% of borrower interactions, aiming to maximize loan performance through effortless, delightful experiences and precise, ML-driven decision making. 

As the Chief of Staff for Servicing at Upstart, you will play a pivotal role in shaping our trajectory for growth and impact. You will become a vital link between the GM, the organization, and our strategy. You will work with senior leadership and up and down the organization to streamline operations, enhance content quality, and spearhead special projects that elevate our customer experience. Servicing is a business unit the size of a small public company, and we need you to help make it run more smoothly, full stop.

How you’ll make an impact

• Strategic Projects: Lead and implement unusual but important strategic projects, such as setting up a Voice of the Customer program to help us get closer to our borrowers.
• Stakeholder Engagement: Act as the GM’s air-traffic controller, orchestrating their time, curating communications, and heading-off issues that can be solved elsewhere to help them focus on the highest-leverage work.
• Performance Monitoring: Proceduralize our tracking and readout of key performance indicators (KPIs) so that we’re making the most of the mountains of data we collect and matching them to our long-term goals.
• Business unit coordination: Oversee key internal operations, including onsite planning, content development, office hours, round tables, and executive updates to ensure seamless execution and alignment with strategic goals.
• Team coaching and guidance: vet content before it reaches senior leaders; coach and collaborate with team members to ensure that synchronous time is well spent and the right data is in place to make decisions. 

Minimum Qualifications 

• Experience: Minimum of 5 years in an influence-first leadership role. Strong background as an operator, either in product management or scaled operations.
• Communication: Excellent listening, verbal, and written communication skills, with the ability to effectively channel and synthesize others’ points of view as you interact with senior leadership and cross-functional teams.
• Relationship building: Demonstrated ability to create deep relationships with individuals up and down the org chart; your relationships will likely have been a key to your success in prior roles, and you can deftly deliver hard messages with candor while preserving the trust and confidence of your collaborators.
• Skills: Low-process, high-impact project management skills, with a proven track record of managing complex projects from inception to completion without creating friction.

Preferred Qualifications

• Prior experience in a large, multi-leveled org; strong mental model of what success as a Chief of Staff looks like
• Aptitude for and interest in credit and personal finance economic concepts.
• Demonstrated and expressed mission orientation, and outsized results that match your passion

Position location This role is available in the following locations: Remote

Time zone requirements The team operates on the East/West coast time zones.

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.

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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