Program Manager, Home Lending

As a Program Manager in Home Lending at Upstart, your primary responsibilities will include overseeing vendor management for servicing vendors, creating training programs for operations teams, and leading quality control and change management efforts. You will be accountable for developing processes that support our mission of providing accessible credit and driving continuous improvements in home lending operations.

To qualify for the Program Manager role in Home Lending at Upstart, candidates should have a minimum of 4 years of experience in Operations Vendor Management, preferably in a financial institution. Expertise in new product development, complex problem-solving, and data analysis is essential. An understanding of securitized asset products and proven success in leading process improvements will also greatly enhance your candidacy.

Key skills essential for the Program Manager position at Upstart include strategic thinking, strong analytical capabilities, effective communication, and relationship-building skills. Additionally, a proactive mindset towards process improvement and the ability to prioritize tasks effectively will be crucial for success in this role.

Upstart values growth and development, providing comprehensive training programs and support for Program Managers in Home Lending. You will have access to ongoing learning opportunities, mentorship from experienced leaders, and resources to enhance your skills in vendor management, quality control, and operational improvements.

Yes, while Upstart is primarily a digital-first company, the Program Manager in Home Lending may require occasional travel to vendor sites or one of Upstart's offices for in-person collaboration sessions. This is expected to happen only once or twice a year, with all travel expenses covered by the company.

When approaching vendor management, it's essential to establish clear communication channels with vendors and define performance metrics upfront. I would create a structured onboarding process, regularly evaluate vendor performance, and foster collaborative relationships to ensure alignment with Upstart's goals.

In my last position, I identified a bottleneck in our loan processing system that slowed approval times. I proposed a streamlined workflow using automation tools. After implementing the new process, we saw a 30% increase in efficiency, significantly reducing customer wait times.

Key metrics would include the accuracy of loan processing, customer satisfaction scores, and operational efficiency statistics. Regular audits and feedback will also play crucial roles in assessing areas for continuous improvement in the quality control function.

I prioritize tasks by assessing urgency and impact; I keep an organized checklist and use project management tools to track progress. Regularly reviewing timelines ensures that I stay aligned with both operational goals and vendor performance expectations.

Challenges include maintaining clear communication across different organizations, ensuring compliance with regulatory standards, and addressing potential discrepancies in service delivery. Building strong relationships and developing a structured framework can help mitigate these challenges effectively.

To ensure compliance and mitigate risks, I would establish stringent due diligence processes for vendor selection and perform regular assessments and audits. Analyzing data trends for any anomalies can help address potential risks proactively.

In previous roles, I utilized data analysis to identify trends, understand customer behavior, and evaluate operational performance. By interpreting data insights, I was able to implement targeted improvements that benefitted both efficiency and customer experience.

Developing a training program involves understanding team needs and identifying knowledge gaps. I would plan both theoretical and hands-on sessions, incorporating policy updates, new workflows, and best practices. Feedback loops will also be essential to refine the program continuously.

Effective change management strategies include clear communication about upcoming changes, involving team members in the process, and outlining the benefits of changes. I would also provide adequate training and resources to ease transitions and address any concerns.

I am drawn to Upstart's mission of expanding access to affordable credit and the innovative approach it takes within the lending industry. The opportunity to lead impactful projects and work with a talented team aligns with my passion for process improvement and my desire to make a difference in people’s lives.