Upstart
Lead Operations Associate, Customer Experience
Columbus, OH, USA +1 · Full-time · Posted Oct 13, 2026
- Location
- Columbus, OH, USA
Columbus, Ohio, United States
About the job
Supports Customer Experience operations by monitoring service performance, resolving complex applicant issues, analyzing workforce needs, and coordinating improvements across teams.
What you'll do
- Monitor queues, service levels, backlogs, and trends; recommend staffing responses to gaps and bottlenecks.
- Investigate operational issues, identify root causes, recommend fixes, and verify results.
- Partner with managers and workforce teams on staffing decisions, peer guidance, process improvements, and incident documentation.
What they ask for
- Experience resolving complex customer or operational issues across systems and support channels.
- Experience analyzing operational or workforce data to recommend staffing or scheduling responses.
- Experience supporting peer development through training, process guidance, or routine feedback.
- Experience investigating root causes and coordinating operational improvements across teams, including testing and documenting outcomes.
Nice to have
- Consumer lending or fintech experience, including familiarity with verification, policy, or compliance workflows.
- Experience with workforce management platforms, routing systems, operational dashboards, spreadsheet analysis, or AI tools and automations.
Pay
$28.56 — $39.52 USD hourly pay rate (base salary)
AI focus
Build or improve practical AI tools and operational automations; test outputs, evaluate results, support adoption, and assess customer-facing AI or chatbot quality.
Model-written summary · the original posting is authoritative