Collections Vendor Manager

Role Overview

• Manage and monitor the day-to-day performance of external vendors responsible for collections services, ensuring they meet or exceed key performance metrics.
• Collaborate with internal stakeholders to align vendor performance with Upstart’s strategic objectives, ensuring that vendor contributions drive measurable business outcomes.
• Ensure that agency partners deliver a personalized and effortless borrower experience, addressing borrower needs quickly and effectively while maintaining Upstart's commitment to quality.
• Track vendor performance using established KPIs, such as response times, collections success rates, customer satisfaction scores, and compliance with service level agreements (SLAs).
• Build and maintain strong relationships with external agencies to foster open communication, partnership, and alignment with Upstart’s goals.
• Collaborate with vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.
• Work closely with internal teams such as Operations, Legal, Risk Management, and Lending Partnerships to align vendor performance with Upstart’s broader objectives and operational needs.
• Utilize data and reporting tools to track vendor performance, identify trends, and make informed decisions that drive continual improvements in service delivery.

Requirements

• Bachelor’s degree in Business, Finance, Operations, or a related field, or equivalent practical experience.
• 5+ years of experience in collections, servicing, or vendor management, including experience supporting first-party operations and/or partnering with third-party BPOs in financial services, consumer lending, auto finance, or servicing environments.
• Demonstrated experience managing vendor performance against defined KPIs, SLAs, and quality standards, with the ability to assess operational health and drive accountability.
• Hands-on experience supporting or conducting vendor onsite visits, operational audits, or compliance reviews.
• Strong analytical skills, with comfort interpreting dashboards and operational metrics (e.g., productivity, adherence, QA, roll rates, abandonment, customer outcomes) and translating insights into actionable recommendations.
• Ability to operate effectively in a fast-paced, evolving environment with competing priorities.
• Strong written and verbal communication skills, with the ability to clearly communicate expectations, performance feedback, and risks to vendors and internal stakeholders.
• Ability to operate effectively in a fast-paced, evolving environment with competing priorities.
• Willingness and ability to travel domestically and internationally for vendor onsite visits as needed.

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!).