Senior Complaints Manager

Upstart

. Lead and develop complaints operations managers, team leads, and associates .

Posted 10/12/2026full-timeRemote • United StatesSenior💰 $104,800 - $145,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in consumer complaint management within financial services, with a strong focus on regulatory compliance, operational performance, and team leadership. Capable of implementing effective workflows and reporting processes to enhance complaint resolution and customer experience.

Highest-signal resume keywords

Consumer Complaint ManagementRegulatory ComplianceTeam LeadershipOperational Performance AnalysisWorkflow Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint Data AnalysisRoot Cause AnalysisService-Level Metrics ManagementWorkforce Capacity PlanningRegulatory Complaint Response

Soft Skills

Coaching and DevelopmentChange Management

Tools & Technologies

AI Tools

Industry Keywords

Consumer LendingBanking OperationsFinancial ServicesCFPBOCC

About the role

Key responsibilities & impact

Lead and develop complaints operations managers, team leads, and associates
Establish expectations, accountability, and a culture of continuous improvement
Oversee end-to-end complaint operations across consumer lending products
Ensure timely, accurate, and compliant resolution of customer and regulatory complaints
Improve complaint workflows, team structure, reporting, and workforce capacity
Partner with Compliance, Product, Risk & Controls, and Operations leaders
Strengthen complaint handling practices, regulatory readiness, and customer remediation processes
Analyze complaint trends, root causes, and operational performance
Deliver insights for product, process, and customer experience improvements
Develop performance reporting and controls covering complaint volumes, resolution timelines, emerging risks, and improvement opportunities

Requirements

What you’ll need

6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management
3+ years of experience directly managing people within complaints operations or a related regulated financial services function
Experience overseeing investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies
Experience applying consumer financial protection regulations and regulatory complaint response requirements in banking or consumer lending
Experience managing complaint operations performance through service-level metrics, workforce capacity planning, and operational reporting
Preferred: experience managing complaints in a traditional banking environment, particularly mortgage, auto, or other secured lending products
Preferred: knowledge of CFPB, OCC, and other external complaint channels
Ability to implement scalable workflows, controls, and reporting processes
Skills in complaint data, trend analysis, and root cause analysis
Ability to coach and develop team leaders, navigate organizational change, and apply AI tools with appropriate oversight
Team operates on East Coast time zones

Benefits

Comp & perks

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Medical, dental, vision, and wellness resources
Health Savings Account contributions for eligible plans (US only)
Life insurance and disability coverage
Paid time off, sick leave, and company holidays
Paid family and parental leave
Fertility, parenthood, and caregiving benefits
Employee Assistance Program with mental health support and life-centered resources
Financial planning tools and financial concierge service (US only)
Annual wellness allowance
Annual productivity allowance for relevant tools and resources
Team events, all-company updates, and employee resource groups
Catered lunches and fully stocked micro-kitchens at offices