Senior Manager, Product Quality Oversight

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and oversee Upstart Bank's Product Quality program, creating the frameworks, governance, and operating model utilized to assess whether lending products yield accurate, compliant, and intended results.

• Create and execute quality methodologies, which include product review checklists, sampling strategies, defect taxonomies, escalation criteria, monitoring routines, and quality reporting.

• Assess product outputs across lending and servicing workflows, encompassing disclosures, credit decisioning processes, customer communications, and other regulated product experiences.

• Differentiate between isolated product defects and systemic product failures by analyzing quality findings, identifying patterns, evaluating customer and regulatory impacts, and facilitating appropriate escalation paths.

• Collaborate with Product, Engineering, and Compliance Program Management teams to investigate root causes, prioritize remediation efforts, and enhance the reliability, effectiveness, and control environment of lending products.

• Act as the representative for the Product Quality function during regulatory examinations, audits, governance forums, and cross-functional reviews, while ensuring examination-ready documentation and workpapers are maintained.

• Build, cultivate, and mentor a growing team of quality analysts, fostering a culture of analytical rigor, sound judgment, continuous improvement, and proactive risk identification.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• Over 8 years of experience in consumer lending quality control, product quality, compliance testing, operational risk, audit, or similar control functions.

• More than 3 years of direct people management experience leading teams in quality, risk, compliance, audit, or control oversight.

• Experience in designing and implementing quality control or quality assurance programs focused on product, system, transaction, or operational outputs within consumer lending.

• Familiarity with consumer lending regulations, such as the Truth in Lending Act (TILA), Regulation B, Fair Debt Collection Practices Act (FDCPA), and UDAAP, as applied to lending products and customer-facing processes.

🏝️ Benefits

• Competitive compensation, which includes base pay, bonus opportunities, and annual equity grants that vest quarterly.

• Retirement benefits designed to assist with future planning, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada).

• Employee Stock Purchase Plan (ESPP) offering discounted stock purchase options for eligible employees (US only).

• Comprehensive health coverage tailored to support you and your family, including medical, dental, vision, and wellness resources for the US, along with supplemental health coverage for Canada.

• Contributions to Health Savings Accounts from Upstart for eligible plans (US only).

• Income protection benefits, which include life insurance and disability coverage for enhanced financial security.

• Paid time off, sick leave, and company holidays, in accordance with local regulations.

• Paid family and parental leave to assist with caregiving and significant life events (duration varies by country).

• Family-centered benefits aimed at supporting fertility, parenthood, and caregiving needs.

• Employee Assistance Program (EAP) providing mental health support and life-centered resources.

• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only).

• 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 needed to perform at your best, regardless of your work location.

• Opportunities for connection and community through team events, all-company updates, and employee resource groups (ERGs).

• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).