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

• Manage and monitor the performance of external vendors responsible for collections services.
• Collaborate with internal stakeholders to align vendor performance with Upstart’s strategic objectives.
• Ensure agency partners deliver a personalized and effortless borrower experience.
• Track vendor performance using established KPIs.
• Build and maintain strong relationships with external agencies.
• Identify areas for improvement and implement solutions with vendors.
• Work closely with internal teams to align vendor performance with operational needs.
• Utilize data and reporting tools for performance analysis.

Requirements

• 5+ years of experience in vendor management, customer service, or collections.
• Strong track record of managing external vendors.
• Excellent communication and negotiation skills.
• Proven analytical skills for monitoring performance metrics.
• Knowledge of compliance and regulatory requirements in financial services.
• 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.
• Employee Stock Purchase Plan (ESPP).
• Life and disability insurance.
• Generous sick and safety leave.
• Supportive parental and family care leave programs.
• Annual wellness and technology reimbursement programs.
• Social activities including team events and interest groups.
• Catered lunches and snacks in offices.