Associate Training Manager

**Associate Training Manager - Customer Experience**

at Upstart Columbus, OH By leveraging Upstart's AI platform, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX. As an **Associate Training Program Manager - Customer Experience** at Upstart, youll play a critical role within the Operations Learning and Development function. You will be responsible for supervising and executing on our Customer Experience Training program as a key contributor, including training for ongoing changes and launches. **About Upstart**

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, were now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. Weve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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, wed love to hear from you

***This is an onsite position located in our Columbus, OH HQ.***

**The Team**

You will work cross-functionally across multiple areas, including but not limited to Operations, Compliance, QA, People Operations, and IT departments. You are a strong candidate if you excel in new and undefined roles, enjoy working as part of a cross-functional team, have a deep knowledge of continuing education programs (especially ones involving innovative, scalable techniques), and are passionate about managing programs and people.

**How youll make an impact:**

People Management

* Manage, coach, and supervise a team of associates focused on new hire and advanced Customer Experience training (pre and post-loan origination)

* Hold direct reports accountable to high standards and established targets.

* Deliver constructive feedback and performance reviews, and facilitate performance improvement plans as needed.

* Assist with hiring, training, and onboarding of new associates, as needed.

Program Management

* Assist with development of and oversee execution of our Customer Experience training programs, including building scalable training programs and improving performance post-training.

* Contribute to and maintain deep firsthand knowledge of the training program.

* Serve as an escalation point for issues, complaints, more complex work and troubleshooting.

* Identify possible areas of process and workflow improvements and propose thoughtful solutions.

* Work with Learning and Development management and cross-functional teams to support analyses and lead special projects to drive innovation and growth.

* Identify trends in training issues and feedback, and help summarize that data in a way that is actionable to other teams.

**What were looking for**

* **Minimum Requirements**

+ 1+ years of experience managing a training program

+ 3+ years of experience within financial services, preferably consumer lending

* **Preferred Qualifications:**

+ Technology and process design. You are equally comfortable solving problems through technology as you are through operational excellence, and know when to employ the right tactic.

+ Great communicator. You connect easily with front-line agents and associates as well as stakeholders, and you can make a convincing case to our management team about how we should change.

+ Dedicated and relentless leadership and project execution. Independently capable of seeking information, solving conceptual problems, corralling resources, and delivering results in challenging situations. You get things done.

+ Structured thinker. Develop and leverage frameworks to help structure the teams thinking, facilitate alignment on key strategic decisions among various stakeholders and identify the 80/20 opportunities to reach insightful, actionable answers without boiling the ocean with analysis overload.

+ Fast mover. We move fast. Done is better than perfect, with continual iteration. You are excited to learn and help build a growing business.

+ Experience with cross-functional collaboration within a team environment.

+ Distinctive problem-solving and analytical skills and impeccable business judgment.

**What youll love:**

* Competitive Compensation (base + bonus & equity)

* Comprehensive medical, dental, and vision coverage

* Personal Development and Technology & Ergonomic Budgets

* Life insurance and disability benefits

* Clubs and Activities (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams)

* Generous vacation policy

* 401(k) and Employee Stock Purchase Plan (ESPP)

* Catered lunches + snacks & drinks

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.

Location (City) * **Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Upstarts Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

W