Head of Collections – Loss Mitigation

Job Description: • Lead and develop a team of managers responsible for collections and loss mitigation operations supporting approximately 40 agents across collections and loss mitigation operations • Drive measurable improvements in collections performance, including recovery rates, productivity, SLA adherence, QA performance, and borrower outcomes through data-informed operational management • Standardize performance management frameworks, coaching practices, and accountability mechanisms to improve consistency and scale top-performer behaviors across teams • Build operational visibility through data-driven reporting, performance metrics, and dashboards that identify trends, root causes, and opportunities for improvement • Strengthen operational controls and QA frameworks to reduce manual error rates, improve compliance performance, and support scalable growth across collections and loss mitigation operations • Partner cross-functionally with Product, Engineering, Compliance, and Analytics teams to improve tooling, automation, workflows, and borrower programs Requirements: • Bachelor’s degree or equivalent practical experience • 10+ years of experience in collections, servicing, or loss mitigation operations • 5+ years of direct people management experience, including experience managing managers in a scaled operations environment • Experience leading operations teams of 20+ agents across multi-channel workflows • Demonstrated track record of improving collections performance using data-driven methods. • Experience leading both collections and loss mitigation functions • Experience using automation or generative AI tools to improve operational workflows, efficiency, reporting, or borrower experience • Knowledge of regulatory and compliance requirements in servicing, collections, or banking environments • Experience building or scaling QA frameworks, operational systems, or workflow automation initiatives • Ability to analyze operational data, identify root causes, and drive improvements • Experience partnering cross-functionally with Product, Engineering, Analytics, or Compliance teams to improve operational tooling and workflows Benefits: • Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly • Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada) • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only) • Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada. • Health Savings Account contributions from Upstart for eligible plans (US only) • Income protection benefits, including life insurance and disability coverage for added financial security • Paid time off, sick leave, and company holidays, in line with local requirements • Paid family and parental leave to support caregiving and major life moments (duration varies by country) • Family-centered benefits to support fertility, parenthood, and caregiving needs • Employee Assistance Program (EAP) offering mental health support and life-centered resources • Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only) • Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you • Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from • Connection and community through team events, all-company updates, and employee resource groups (ERGs) • Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)