About Upstart
At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.
As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.
We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you.
If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.
The Team:
Upstart’s Disputes team is responsible for managing all aspects of the customer dispute process. This includes handling direct and indirect credit bureau 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, Credit Bureau 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.
How you’ll make an impact
- Lead and manage the day-to-day operations of the Disputes team, supporting a group of 10 specialists.
- Lead and execute credit bureau reporting disputes investigations, ensuring accuracy, FCRA compliance, and timely resolution (Metro 2, ACDV/QC workflows).
- Own end-to-end process improvement initiatives within the disputes function—identifying gaps, driving root-cause analysis, implementing solutions, and measuring impact.
- 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.
- Collaborate cross-functionally with Product, Compliance, Legal, Credit Reporting, and Customer Operations teams to align on process, 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).
Minimum Qualifications
- Deep expertise in credit bureau disputes (FCRA compliance, Metro 2 reporting accuracy, furnisher investigations). This is not a transaction dispute role (Debit/ACH/credit card), nor does it involve loan servicing or collections dispute workflows
- 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 ID, account takeover, new account fraud).
- Expertise in fraud claim validation best practices.
- Bachelor’s degree in Business, Finance, Operations Management, or a related field, or equivalent practical experience.
Preferred Qualifications
- 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 complex information clearly.
- Demonstrated ability to lead through change and foster a culture of accountability and continuous improvement.
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.
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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).
What you'll love
At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
- Paid time off, sick and safe time, and company holidays
- Paid family and parental leave to support caregiving and major life moments
- Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
- Employee Assistance Program (EAP) offering mental health support and life-centered resources
- Financial wellness resources, including access to financial planning tools and a financial concierge service
- Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
- Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
- Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs)
- Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.
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 [email protected]
https://www.upstart.com/candidate_privacy_policy
