Collections Vendor Performance Manager - Remote

Overview

Upstart is seeking a Collections Vendor Performance Manager who will be responsible for driving the performance of our agency partners that provide collections services. This role is crucial in ensuring that our external partners meet and exceed performance expectations, enabling exceptional business outcomes and delivering a personalized, seamless borrower experience.

In Short

• Drive Agency Partner Performance: Manage and monitor the day-to-day performance of external vendors responsible for collections services.
• Enable Business Outcomes: Collaborate with internal stakeholders to align vendor performance with Upstart’s strategic objectives.
• Enhance Borrower Experience: Ensure that agency partners deliver a personalized and effortless borrower experience.
• Monitor and Enforce KPIs: Track vendor performance using established KPIs.
• Vendor Relationship Management: Build and maintain strong relationships with external agencies.
• Performance Improvement Initiatives: Collaborate with vendors to identify areas for improvement.
• Cross-Functional Collaboration: Work closely with internal teams to align vendor performance.
• Data-Driven Analysis: Utilize data and reporting tools to track vendor performance.

Requirements

• 5+ years of experience in vendor management, customer service, or collections.
• Strong track record of managing external vendors.
• Demonstrated ability to drive business outcomes.
• Excellent communication and negotiation skills.
• Proven analytical skills.
• Knowledge of compliance and regulatory requirements.
• Ability to thrive in a fast-paced environment.

Benefits

• Competitive Compensation (base + bonus & equity).
• Comprehensive medical, dental, and vision coverage.
• 401(k) with 100% company match up to $4,500.
• Employee Stock Purchase Plan (ESPP).
• Life and disability insurance.
• Generous holiday, vacation, sick and safety leave.
• Supportive parental, family care, and military leave programs.
• Annual wellness, technology & ergonomic reimbursement programs.
• Social activities including team events and onsites.
• Catered lunches + snacks & drinks when working in offices.