Who you are

• 4+ years of experience in issue management, compliance operations, program management or risk operations within a regulated financial services environment
• Experience using data and reporting tools, including advanced Google Sheets/Excel, Jira (or similar ticketing systems), and BI tools such as Looker (or equivalent)
• Experience drafting consumer or lender-facing communications subject to compliance or regulatory review
• Working knowledge of UDAAP, FCRA, TILA, and the consumer lending lifecycle
• Experience supporting regulatory exams, audits, or consent order environments
• Ability to perform root cause analysis and translate findings into actionable business recommendations
• Knowledge of issue management frameworks, risk controls, and SLA-driven operational processes
• Demonstrated ability to influence and appropriately challenge senior leaders, set clear boundaries, and advocate for sustainable, effective ways of working
• Experience identifying opportunities to automate reporting or operational workflows using data tools or AI

What the job involves

• Upstart’s Issue Management team ensures the company operates with the consistency, rigor, and transparency required in a bank-regulated environment
• The team partners across business units to maintain high standards for issue tracking, reporting, and resolution, enabling regulator-ready operations as Upstart transitions to a bank operating model
• As a Program Manager, Issue Management, you will drive the execution layer of the program—owning reporting, communications, and cross-functional coordination that ensure SLA compliance, audit readiness, and high-quality documentation standards aligned with OCC and FDIC expectations
• This is an opportunity to reduce risk through meaningful data analysis and business recommendations
• Own program execution across reporting, communications, and issue monitoring to ensure consistent, regulator-ready operations
• Produce accurate, audit-ready reporting and documentation that meets SLA requirements and regulatory expectations
• Analyze issue data to identify root cause patterns and translate findings into actionable insights for business unit leads
• Drive adherence to program standards (e.g., ticket hygiene, documentation quality, SLA compliance) across cross-functional partners
• Partner with teams including Legal, Operations, Engineering, Investor Services, and Business Units to track, resolve, and communicate issues
• Improve program outputs by enhancing reporting depth and leveraging automation and AI to scale efficiency without compromising quality

Benefits

• Comprehensive health plans
• 401k Plan
• Annual wellness reimbursement
• Disability insurance
• Generous vacation policy
• Flexible time off
• Parental leave
• Family forming benefits through Carrot
• Technology equipment budget
• Personal development budget
• Various clubs and extracurricular activities
• Catered lunches
• Fully stocked micro-kitchen