Senior Manager, Product Quality Oversight

The Team: 

Upstart's Product Quality team is responsible for answering a critical question for Upstart Bank: how do we know our lending products are working correctly, every day, for every borrower? The team provides independent first-line quality oversight across lending products and servicing experiences, evaluating whether product outputs, disclosures, credit decisions, and customer-facing workflows are operating as designed and in accordance with regulatory requirements.

As the Senior Manager, Product Quality at Upstart, you will build and lead a newly formed product quality function within a newly chartered OCC-regulated bank. This is a highly visible greenfield leadership role responsible for designing the operating model, quality methodologies, governance processes, and team structure that will support ongoing quality oversight across Upstart's lending products. You will partner closely with Product, Engineering, Compliance Program Management, Risk, and Operations leaders to identify systemic issues, strengthen controls, and help ensure examination-ready quality practices.

How you’ll make an impact

• 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.

Minimum Qualifications 

• 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.

Preferred Qualifications

• 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.

Position location Remote

Time zone requirements The team operates on the East/West coast time zones. 

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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