Sr Manager, Product Quality Oversight

Upstart is an AI lending marketplace dedicated to reducing borrowing costs for Americans. As the Senior Manager of Product Quality, you will lead the development of a product quality function, ensuring that lending products operate correctly and comply with regulatory standards while collaborating with various teams to enhance product reliability and oversight.

Responsibilities:

• Build and lead Upstart Bank's Product Quality program, establishing the frameworks, governance, and operating model used to evaluate whether lending products are producing accurate, compliant, and intended outcomes
• Design and implement quality methodologies, including product review checklists, sampling strategies, defect taxonomies, escalation criteria, monitoring routines, and quality reporting
• Evaluate product outputs across lending and servicing workflows, including disclosures, credit decisioning processes, customer communications, and other regulated product experiences
• Distinguish isolated product defects from systemic product failures by analyzing quality findings, identifying patterns, assessing customer and regulatory impact, and driving appropriate escalation paths
• Partner with Product, Engineering, and Compliance Program Management teams to investigate root causes, prioritize remediation efforts, and improve the reliability, effectiveness, and control environment of lending products
• Represent the Product Quality function in regulatory examinations, audits, governance forums, and cross-functional reviews while maintaining examination-ready documentation and workpapers
• Build, develop, and mentor a growing team of quality analysts, helping establish a culture of analytical rigor, sound judgment, continuous improvement, and proactive risk identification

Requirements:

• Bachelor's degree or equivalent practical experience
• 8+ years of experience in consumer lending quality control, product quality, compliance testing, operational risk, audit, or related control functions
• 3+ years of direct people management experience leading quality, risk, compliance, audit, or control oversight teams
• Experience designing and operating quality control or quality assurance programs focused on product, system, transaction, or operational outputs within consumer lending
• Working knowledge of consumer lending regulations, including Truth in Lending Act (TILA), Regulation B, Fair Debt Collection Practices Act (FDCPA), and UDAAP, applied within lending products and customer-facing processes
• Experience building or scaling first-line quality control programs within a regulated bank, fintech, or consumer lending organization
• Knowledge of automated lending platforms, digital lending products, decisioning systems, or technology-enabled credit origination processes
• Experience developing sampling methodologies, transaction testing programs, disclosure reviews, or defect identification frameworks
• Ability to translate quality findings into actionable recommendations for Product, Engineering, Compliance, and executive stakeholders
• Experience supporting regulatory examinations, internal audits, governance committees, or remediation programs within a highly regulated environment