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Head of Programs & Professional Services

Company: Upstart
Location: San Mateo
Posted on: February 22, 2021

Job Description:

Head of Programs & Professional Services Upstart is a leading AI lending platform partnering with banks to expand access to affordable credit. As we transitioned to being a public company, we're now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We've recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows. By leveraging Upstart's AI platform, Upstart-powered banks can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart is based in San Mateo, California and Columbus, Ohio. Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we'd love to hear from you! The Team As the Head of Programs & Professional Services at Upstart, you are a key management position within Upstart's Bank Partnership Services organization, accountable for the delivery of bank partner program management and technical integrations . You will have experience in managing a program management business and/or managing external partner resources. You will have a strong consulting or project management background in vendor/partner services with an ability to manage a portfolio of projects. You will excel at driving resolution to project issues and working with a diverse range of internal and customer stakeholders. This role will evolve in responsibility and will focus on creating/ incubating the partner integrations team and managing the program management team. This is an exciting role for a team player who is looking to shape an organization from the ground up. The qualified candidate will have the opportunity to scale the Professional Services department by developing Upstart's technical customer solutions offerings through fast, efficient, and thoughtful processes. They will work with bank partners to ensure that their core systems integrations, file transfers, API integrations and reporting needs are fulfilled. If selected, this person will oversee, guide and lead technical implementation and program management teams. A strong technical background and an excellent ability to partner with customers, external business partners and colleagues in Sales, Engineering and Customer Success alike is a must. How you'll make an impact:

  • Customer facing management of technical integrations program, and bank partnership programs team
  • Incubate and grow the technical integrations program alongside the Business Development team
  • Engaging with prospective customers in the Stakeholder approval to position and explain the value of Integration partners and provide guidance on solutions
  • Manage the status, reporting, staffing and issue resolution of a portfolio of Bank Partnership programs to ensure projects are completed efficiently and value metrics are achieved.
  • Manage a team and their performance and career development
  • Partners with cross-functional teams to ensure customer and Upstart success
  • Take a hands-on approach to learning the Upstart platform and various use cases.
  • Manage and drive operational maturity via procedures and tools with the Services business What we're looking for:--
    • 6+ years leading a team of technical and non-technical resources in a fast moving customer facing environment
    • 6+ years experience as a project manager or in a technical role delivering solutions to enterprise customers
    • A track record of successfully leading the delivery of enterprise technology Projects & Programs for multiple clients/customers.
    • A track record of developing, evolving, and optimizing services methodologies and processes
    • A track record of enabling, managing, and enforcing operational excellence within a services business including reporting, analytics, project delivery
    • Consulting services experience working with strong matrix management skills and ability to work collaboratively.
    • Demonstrated leader, who is self-motivated, independent, flexible, enthusiastic, comfortable with ambiguity and organized.
    • Excellent written and verbal communication skills
    • Technical skills and experience including:
    • Identity provider administration or implementation
    • SaaS application administration or implementation-- What you'll love:--
      • Catered lunches + snacks & drinks
      • Comprehensive medical, dental, and vision coverage
      • Life insurance and disability benefits--
      • Competitive Compensation (base + bonus & equity)
      • Personal Development and Technology & Ergonomic Budgets--
      • Upstarter Clubs (Fitstarts, Superwomen, Book Club, Investing, and so many more!)--
      • Generous vacation policy
      • 401K Upstart is a proud Equal Opportunity Employer. Since day one, we've been dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.-- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Upstart are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Are you Hispanic/Latino? Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
        • Autism
        • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
        • Blind or low vision
        • Cancer
        • Cardiovascular or heart disease
        • Celiac disease
        • Cerebral palsy
        • Deaf or hard of hearing
        • Depression or anxiety
        • Diabetes
        • Epilepsy
        • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
        • Intellectual disability
        • Missing limbs or partially missing limbs
        • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
        • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Upstart, San Mateo , Head of Programs & Professional Services, Other , San Mateo, California

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