[Hiring] Program Manager, Issue Management @Upstart

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
• Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year.
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees.
• Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose.
• Health Savings Account contributions from Upstart for eligible plans.
• Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage.
• Paid time off, sick and safe time, and company holidays.
• Paid family and parental leave to support caregiving and major life moments.
• Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving.
• Employee Assistance Program (EAP) offering mental health support and life-centered resources.
• Financial wellness resources, including access to financial planning tools and a financial concierge service.
• 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 you need to do your best work, no matter where you work from.
• Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs).
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).