Operations Manager, Credit Bureau Disputes

The Team:

Upstart’s Disputes team is responsible for managing all aspects of the customer dispute process. This includes handling direct and indirect credit bureau disputes. The team ensures compliance with all regulatory requirements, maintains service level agreements (SLAs), and delivers high-quality, timely resolutions for every customer interaction.

As the Operations Manager, Credit Bureau Disputes at Upstart, you will lead a high-performing team responsible for managing all incoming disputes and related claims. You’ll oversee daily operations, guide the team through complex workflows, and partner cross-functionally to enhance efficiency, maintain compliance, and improve the customer experience. You will play a pivotal role in ensuring Upstart upholds its commitment to accuracy, fairness, and timeliness in all dispute-related matters.

How you’ll make an impact

• Lead and manage the day-to-day operations of the Disputes team, supporting a group of 10 specialists.
• Lead and execute credit bureau reporting disputes investigations, ensuring accuracy, FCRA compliance, and timely resolution (Metro 2, ACDV/QC workflows).
• Own end-to-end process improvement initiatives within the disputes function—identifying gaps, driving root-cause analysis, implementing solutions, and measuring impact.
• Act as the primary escalation point for complex or sensitive disputes, ensuring timely and compliant resolution.
• Oversee and streamline workflows for credit disputes to meet internal and regulatory SLAs.
• Collaborate cross-functionally with Product, Compliance, Legal, Credit Reporting, and Customer Operations teams to align on process, policies and escalations.
• Monitor Quality assurance metrics and provide coaching, feedback, and professional development to team members to foster growth and engagement.
• Track and analyze dispute trends to identify root causes, mitigate risks, and inform process or policy updates.
• Ensure adherence to Fair Credit Reporting Act (FCRA).

Minimum Qualifications

• Deep expertise in credit bureau disputes (FCRA compliance, Metro 2 reporting accuracy, furnisher investigations). This is not a transaction dispute role (Debit/ACH/credit card), nor does it involve loan servicing or collections dispute workflows
• 4+ years of experience in operations, credit disputes, or consumer lending environments.
• Minimum of 4 years experience in an operations management role, including at least 2 years focused exclusively managing and leading a dispute and fraud operations team.
• Strong understanding of FCRA, SCRA, and identity theft claim handling requirements.
• Proven track record of meeting SLAs and driving performance through metrics and process improvement.
• Demonstrated success in revamping and leading a fraud or identity theft investigations team, including implementation of process improvements that resulted in measurable gains in efficiency and risk reduction.
• Extensive experience with various identity theft typologies (e.g., synthetic ID, account takeover, new account fraud).
• Expertise in fraud claim validation best practices.
• Bachelor’s degree in Business, Finance, Operations Management, or a related field, or equivalent practical experience.

Preferred Qualifications

• Experience working in fintech, banking, or a credit reporting environment.
• e-Oscar expertise and managing indirect disputes received from the credit reporting agencies.
• Skilled in process optimization, workflow automation, and root cause analysis.
• Knowledge of credit reporting systems and dispute management tools.
• Ability to interpret and apply regulatory requirements to operational processes.
• Excellent written and verbal communication skills with the ability to communicate complex information clearly.
• Demonstrated ability to lead through change and foster a culture of accountability and continuous improvement.

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.

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