Senior Manager, Product Quality Oversight

About the role

You will own the design and execution of product quality oversight for Upstart Bank, defining how we verify that lending products behave correctly and comply with regulations. You will establish the frameworks, methodologies, and governance that enable independent evaluation of product outputs, credit decisions, and customer disclosures. You will partner with cross-functional leaders to investigate defects, escalate systemic risks, and ensure examination-ready documentation. You will build and mentor a quality team that fosters analytical rigor, sound judgment, and proactive risk identification. You will represent product quality in regulatory examinations, audits, and governance forums while maintaining clear workpapers and processes. You will evaluate customer-facing workflows, communications, and decisioning experiences to confirm they align with intended outcomes and regulatory expectations. You will distinguish isolated product defects from systemic failures and drive remediation across the product lifecycle. If you are energized by building a quality function from the ground up and taking ownership of mission-critical oversight, we would love to hear from you.

Key facts

What you'll do

Build and lead Upstart Bank's Product Quality program, establishing the frameworks, governance, and operating model used to evaluate whether lending products are producing accurate, compliant, and intended outcomes.

Design and implement quality methodologies, including product review checklists, sampling strategies, defect taxonomies, escalation criteria, monitoring routines, and quality reporting.

Evaluate product outputs across lending and servicing workflows, including disclosures, credit decisioning processes, customer communications, and other regulated product experiences.

Distinguish isolated product defects from systemic product failures by analyzing quality findings, identifying patterns, assessing customer and regulatory impact, and driving appropriate escalation paths.

Partner with Product, Engineering, and Compliance Program Management teams to investigate root causes, prioritize remediation efforts, and improve the reliability, effectiveness, and control environment of lending products.

Represent the Product Quality function in regulatory examinations, audits, governance forums, and cross-functional reviews while maintaining examination-ready documentation and workpapers.

Build, develop, and mentor a growing team of quality analysts, helping establish a culture of analytical rigor, sound judgment, continuous improvement, and proactive risk identification.

Define metrics and monitoring routines that enable early detection of product deviations, supporting timely intervention and informed decision-making.

Collaborate with Compliance Program Management to ensure quality processes align with regulatory expectations and emerging supervisory priorities.

Own end-to-end quality workflows for lending products, from test design and execution through defect tracking, trend analysis, and corrective action oversight.

Establish clear documentation standards for quality activities, ensuring transparency and consistency for internal stakeholders and examiners.

Champion continuous improvement across the product quality function, identifying opportunities to enhance efficiency, scalability, and insight generation.

Requirements

Bachelor's degree or equivalent practical experience.

8+ years of experience in consumer lending quality control, product quality, compliance testing, operational risk, audit, or related control functions.

3+ years of experience directly managing, mentoring, or leading analysts or quality professionals.

Demonstrated ability to design and implement quality frameworks, testing methodologies, and governance processes for complex products.

Strong understanding of consumer credit products, decisioning logic, and regulatory considerations relevant to digital lending.

Experience working with data, sampling techniques, and analytical tools to evaluate product outputs and detect patterns.

Excellent written and verbal communication skills, with the ability to present findings and recommendations to both technical and executive audiences.

Proficient in collaborating with cross-functional stakeholders, including Product, Engineering, Risk, and Compliance.

Comfortable operating in a fast-paced, evolving environment where responsibilities may expand based on business needs.

Willingness to partner closely with regulators, auditors, and internal governance bodies to ensure examination-ready quality practices.

Practical notes

Location: United States | Remote

Engagement: Full-time

Hours: Full-time (40 hours per week)

Travel: None

Visa: Not applicable

Deadlines: Not applicable

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