Compliance Manager, Complaints

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!

The Team:

Upstart’s Compliance team is a trusted partner and strategic enabler that ensures the company’s innovative products operate with integrity, transparency, and accountability. We work cross-functionally to identify and mitigate risk, design scalable compliance solutions, and uphold consumer trust at every step of the customer journey. Our priorities center on building a best-in-class Compliance Management System, leveraging data and automation to drive efficiency, and staying ahead of a rapidly evolving regulatory landscape. As the Compliance Manager, Complaints at Upstart, you’ll play a pivotal role in strengthening our compliance foundation and protecting customer trust. We’re looking for someone who thrives on solving complex problems, researching emerging issues, and collaborating across teams to drive meaningful change. In this role, you’ll oversee the enterprise complaints program and help ensure that our Compliance Management System continues to evolve with Upstart’s growth, expanding products, and a dynamic regulatory environment. How you’ll make an impact Shape the strategic direction of Upstart’s enterprise complaints program by defining a clear vision, building governance routines, and aligning complaint oversight with broader Compliance, Risk, and Operational objectives. Transform complaint data into actionable risk intelligence by leveraging analytics and automation to identify root causes, uncover systemic issues, and proactively drive improvements in customer experience and regulatory outcomes. Enhance Upstart’s compliance management system (CMS) through strong program design, continuous control improvement, and partnership with first-line teams to ensure effectiveness as products, partnerships, and regulations evolve. Lead with influence across functions and levels — collaborating with Product, Legal, Operations, and senior leadership to ensure that complaint trends inform enterprise risk strategy, customer treatment, and regulatory engagement. Champion innovation and team development by mentoring compliance professionals, implementing process efficiencies, an Minimum Qualifications 5+ years of experience in compliance, risk management, or operations, including 3+ years in a leadership or program ownership role within financial services or fintech. Comprehensive knowledge of U.S. consumer financial protection laws and regulations, including UDAAP, ECOA, TILA, FDCPA, FCRA, and Regulations E and Z. Proven ability to analyze and interpret complaint data to identify risk themes, drive remediation, and improve customer experience. Strong communication and presentation skills, with experience delivering complex compliance insights to senior leadership and regulators. Bachelor’s degree in Business, Finance, Law, or a related field. Preferred Qualifications Master’s degree, J.D., or advanced compliance certification such as CRCM, CAMS, or equivalent. Experience designing or maturing an enterprise complaints program within a rapidly scaling financial technology or lending environment. Demonstrated success partnering with regulators or auditors, including managing complaint-related exams, audits, and inquiries. Proficiency with data analytics, reporting, or automation tools (e.g., SQL, Looker, Tableau, Python) to enhance complaint insights and oversight. Experience building or enhancing a Compliance Management System (CMS), particularly in a technology-driven or AI-enabled organization. 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 #LI-MidSenior 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). United States | Remote - Anticipated Base Salary Range $137,500—$190,600 USD 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. 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 candidate_accommodations@upstart.com https://www.upstart.com/candidate_privacy_policy