Mail Operations, Systems Excellence Specialist

The Team: 

Upstart's Workplace Operations team enables the secure, efficient movement of critical business documents that support nearly every Operations function across the company. The Burlingame mailroom serves as the central hub for receiving, processing, and distributing sensitive mail for teams including Legal, Collections, Credit Disputes, Auto Title, Auto Recovery, Complaints, and Borrower Success. The team is focused on delivering accurate, compliant service while continuously improving processes that increase efficiency and reduce operational risk.

As a Mail Operations, Systems Excellence Specialist, you'll own the end-to-end processing of inbound and outbound mail while helping modernize how the mailroom operates. In addition to ensuring timely, secure mail handling, you'll identify opportunities to automate manual processes, improve reporting, and support strategic initiatives that help scale operations as Upstart continues to grow.

How you’ll make an impact

• Establish and manage end-to-end mailroom operations, ensuring accurate and timely processing of inbound and outbound mail while meeting daily service level expectations.
• Maintain the accuracy, security, and regulatory compliance of confidential documents across multiple Operations teams.
• Track mail activity and operational metrics using Salesforce, Jira, Google Sheets, and other reporting tools to ensure accurate reporting and visibility.
• Build and improve dashboards, reporting, and workflow automation that reduce manual work and increase operational efficiency.
• Quickly learn and adapt to our systems and processes while identifying areas of improvement in mailroom workflows and execution.
• Proactively plan, propose, and implement improvements to mailing processes, systems, and logistics to support a scalable operation.
• Build strong working relationships with cross-functional teams, both in-office and remote, to improve mailroom processes  and enhance collaboration.
• Contribute to a positive, inclusive, and solutions-focused work environment that values continuous improvement.
• Contribute to vendor transition initiatives and continuously identify opportunities to simplify workflows, improve documentation, and strengthen operational controls.

Minimum Qualifications 

• 2+ years of experience in mailroom, logistics, document operations, facilities operations, or a similar high-volume operational environment.
• Experience handling confidential or regulated documents while following established security and compliance procedures.
• Experience using Google Workspace, including Google Sheets with formulas, filters, and pivot tables, or equivalent spreadsheet tools.
• Experience using business systems such as Salesforce, Jira, or comparable workflow management platforms.
• Ability to work onsite full-time in Burlingame, CA and lift or move packages weighing up to 20 pounds.
• Demonstrates a high level of professionalism, discretion, and care—especially when handling sensitive or confidential information.
• A self-starter who is motivated, adaptable, and confident, with strong problem-solving skills and the ability to work efficiently under pressure.
• Comfortable with process-oriented thinking and eager to contribute to the development and refinement of mailroom operations.

Preferred Qualifications

• Knowledge of  tools used to automate operational workflows.
• Experience working in financial services or another highly regulated industry.
• Ability to learn and understand new technologies and processes in a short time frame.
• Ability to utilize time management skills to  prioritize tasks and deadlines.
• Good verbal/ writing skills and ability to present information in a clear and concise manner.
• Brings a continuous improvement mindset, with a willingness to identify inefficiencies, propose solutions, and help implement them in collaboration with the broader team.
• Experience partnering with third-party vendors to improve operational processes.
• Ability to identify process improvement opportunities and translate them into scalable operational solutions using automation and Generative AI tools.

Position location: This role is based in Burlingame, CA and requires working onsite five days per week.

Time Zone requirements: This role operates primarily during Pacific Time business hours (approximately 8:00 AM–4:30 PM PT)

Travel requirements: As a digital-first company, the majority of our employees work can be accomplished remotely. However, this role supports physical mail operations and is performed onsite in Burlingame. Limited travel is expected.

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