Manager, Investor Services

About the role

The Investor Enablement Operations Manager serves as the operational backbone of Upstart's Investor Services team. This role involves driving execution across strategic Capital Markets initiatives, owning operational governance, leading cross-functional programs, managing escalations, designing scalable operating mechanisms, and improving organizational efficiency.

Responsibilities

• Drive execution across strategic Capital Markets initiatives, ensuring workstreams remain coordinated, on track, and aligned across multiple teams.
• Own operational governance by improving visibility, accountability, prioritization, and execution across diligence, onboarding, loan sales, investor operations, and new product readiness.
• Lead cross-functional programs involving Capital Markets, Product, Engineering, Legal, Operations, Treasury, and Compliance to deliver investor-facing initiatives successfully.
• Manage investor-impacting operational escalations, identify risks early, remove blockers, and drive timely resolution.
• Design and implement scalable operating mechanisms, processes, and governance frameworks that improve organizational efficiency and reduce execution risk.
• Persistently partner with leadership to improve operational readiness for new investors, products, partnerships, and strategic business initiatives.
• Identify opportunities for automation, AI adoption, and process improvement to increase organizational leverage and reduce manual work.
• Develop reporting, metrics, and operating cadences that improve decision-making and provide greater visibility into organizational health.

Requirements

• Minimum qualifications: 5+ years of experience in operations, program management, business operations, strategic operations, investor operations, or a related field.
• Demonstrated success leading complex cross-functional initiatives involving multiple stakeholders and competing priorities.
• Experience driving operational execution, managing escalations, and improving business processes in a fast-paced environment.
• Strong organizational, analytical, and problem-solving skills with the ability to navigate ambiguity and drive outcomes.
• Proven ability to influence stakeholders and build alignment without direct authority.
• Excellent written and verbal communication skills, including experience communicating with senior leaders and cross-functional partners.
• Experience balancing strategic thinking with hands-on execution.

Preferred qualifications

• Experience in fintech, financial services, banking, lending, Capital Markets, or investor operations.
• Experience partnering closely with Product and Engineering teams to launch new products or improve operational workflows.
• Experience building operating cadences, governance frameworks, dashboards, and reporting mechanisms.
• Experience managing operational readiness, partner onboarding, or large-scale cross-functional implementations.
• Experience leading process transformation, operational excellence, or organizational scaling initiatives.
• Familiarity with loan sales, investor onboarding, investor diligence, servicing operations, or secondary market activities.
• Experience leveraging AI tools (i.e. ChatGPT, Glean, Claude, Delphina, or similar) to improve productivity, analysis, documentation, and operational execution.