Principal Product Manager, Delinquent Borrower Experience

The Team:

Upstart's Servicing team is responsible for the entire customer journey after a loan is funded. We ensure that borrowers stay on track with payments, help them when they struggle to pay, and drive collections and recoveries when they are unable to pay. We do this through a combination of borrower-facing tools, customer support agents, and AI-agents, powered by Upstart's ML-driven decision making. We deliver better financial outcomes for borrowers, and business outcomes for Upstart.

As the Principal Product Manager for Servicing at Upstart, you will be responsible for Upstart's overall strategy for helping delinquent borrowers get back on track. Borrowers start out with the intent to pay back their loan, but for some of them, life's inevitable challenges get in the way. You'll partner with design, engineering, and operations to design more personalized plans and guidance to help borrowers in some of their most vulnerable financial moments, delivering huge business impact for Upstart in the process.

How you'll make an impact

• Define the strategy for helping delinquent borrowers get back on track through tactics like personalized payment plans loan modifications, in partnership with design, engineering, and operations
• Deeply understand the delinquent borrowers, in collaboration with design, to deliver products that solve real human problems
• Establish and track success metrics to assess the impact of product and operations initiatives, ensuring continuous improvement and concrete business impact, and managing tradeoffs to drive long term impact
• Leverage data-driven insights to make informed product decisions, identifying opportunities for optimization and testing hypotheses to improve key metrics.
• Make smart trade-offs to inform the ongoing product roadmap, prioritizing the features with the highest ROI and experimenting when necessary.

Minimum Qualifications

• 6+ years experience in a product management role building both consumer-facing products and internal operational tools
• Demonstrated success in driving business outcomes through a balance of quantitative metrics and qualitative understanding. You're clever and enterprising when it comes to having the minimum data necessary to make an informed decision. Your risk tolerance is well honed.
• Strong product sense. You have independently authored and executed on a multi-quarter roadmap, and have been around to see the consequences (good and bad) of your decisions.
• Rigorous and analytical problem solving; well structured, concise, and highly effective communication.
• Ownership and growth mindset. You act like an owner. You're often right, but humble and open minded about being wrong. You're perpetually dissatisfied and striving to improve yourself and the team

Preferred Qualifications

• Experience building products in fintech, credit servicing, or customer support environments
• Familiarity with voice, chat, or AI-driven multi-modal UX
• Aptitude for and interest in credit and personal finance economic concepts
• Demonstrated and expressed mission orientation, and outsized results that match your passion

Position location This role is available in the following locations: 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.

#LI-REMOTE

#LI-MidSenior -> use for L5, L6