Lead Operations Associate, Customer Experience

Role Overview

The Lead Operations Associate, Customer Experience will support daily team health by building practical AI tools, analyzing workforce needs, investigating recurring issues, and providing peer guidance. The team combines customer support, operational expertise, and collaboration across departments to resolve issues accurately and improve the applicant experience.

What You Will Do

Improve performance across phone, email, and chat by monitoring queue health, service levels, backlog, and operational trends, and recommending timely responses to staffing gaps and bottlenecks. Investigate complex applicant issues and performance gaps across systems, policies, staffing, and team handoffs; identify root causes, recommend fixes, and verify whether changes resolve the issue.

Why It Might Be a Fit

The ideal candidate will have experience resolving complex customer or operational issues across systems and customer support channels, analyzing operational or workforce data, and supporting peer development through training, process guidance, or routine feedback.

Requirements

• Experience resolving complex customer or operational issues across systems and customer support channels
• Experience analyzing operational or workforce data, including demand, handle time, service levels, backlog, and coverage, to recommend staffing or scheduling responses
• Experience supporting peer development through training, process guidance, or routine feedback
• Experience investigating root causes and coordinating operational improvements across teams, from gathering evidence through testing solutions and documenting outcomes

Benefits

• Competitive compensation
• Bonus opportunities
• Annual equity grants
• 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
• Comprehensive health coverage
• Health Savings Account contributions from Upstart for eligible plans
• Income protection benefits
• Paid time off, sick leave, and company holidays
• Paid family and parental leave
• Family-centered benefits
• Employee Assistance Program (EAP) offering mental health support and life-centered resources
• Financial wellness resources
• Annual wellness allowance
• Annual productivity allowance
• Onsite perks