Mail Operations, Systems Excellence Specialist

Mail Operations, Systems Excellence Specialist

At Upstart, we're united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that's both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We're proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn't mean distant. We're intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you'll have the support to work in the way that works best for you.

If you're energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we'd love to hear from you.

The Team:

Upstart's Workplace Operations team enables the secure, efficient movement of critical business documents that support nearly every Operations function across the company. The Burlingame mailroom serves as the central hub for receiving, processing, and distributing sensitive mail for teams including Legal, Collections, Credit Disputes, Auto Title, Auto Recovery, Complaints, and Borrower Success. The team is focused on delivering accurate, compliant service while continuously improving processes that increase efficiency and reduce operational risk.

As a Mail Operations, Systems Excellence Specialist, you'll own the end-to-end processing of inbound and outbound mail while helping modernize how the mailroom operates. In addition to ensuring timely, secure mail handling, you'll identify opportunities to automate manual processes, improve reporting, and support strategic initiatives that help scale operations as Upstart continues to grow.

How You'll Make An Impact

• Establish and manage end-to-end mailroom operations, ensuring accurate and timely processing of inbound and outbound mail while meeting daily service level expectations.
• Maintain the accuracy, security, and regulatory compliance of confidential documents across multiple Operations teams.
• Track mail activity and operational metrics using Salesforce, Jira, Google Sheets, and other reporting tools to ensure accurate reporting and visibility.
• Build and improve dashboards, reporting, and workflow automation that reduce manual work and increase operational efficiency.
• Quickly learn and adapt to our systems and processes while identifying areas of improvement in mailroom workflows and execution.
• Proactively plan, propose, and implement improvements to mailing processes, systems, and logistics to support a scalable operation.
• Build strong working relationships with cross-functional teams, both in-office and remote, to improve mailroom processes and enhance collaboration.
• Contribute to a positive, inclusive, and solutions-focused work environment that values continuous improvement.
• Contribute to vendor transition initiatives and continuously identify opportunities to simplify workflows, improve documentation, and strengthen operational controls.

Minimum Qualifications

• 2+ years of experience in mailroom, logistics, document operations, facilities operations, or a similar high-volume operational environment.
• Experience handling confidential or regulated documents while following established security and compliance procedures.
• Experience using Google Workspace, including Google Sheets with formulas, filters, and pivot tables, or equivalent spreadsheet tools.
• Experience using business systems such as Salesforce, Jira, or comparable workflow management platforms.
• Ability to work onsite full-time in Burlingame, CA and lift or move packages weighing up to 20 pounds.
• Demonstrates a high level of professionalism, discretion, and careespecially when handling sensitive or confidential information.
• A self-starter who is motivated, adaptable, and confident, with strong problem-solving skills and the ability to work efficiently under pressure.
• Comfortable with process-oriented thinking and eager to contribute to the development and refinement of mailroom operations.

Preferred Qualifications

• Knowledge of tools used to automate operational workflows.
• Experience working in financial services or another highly regulated industry.
• Ability to learn and understand new technologies and processes in a short time frame.
• Ability to utilize time management skills to prioritize tasks and deadlines.
• Good verbal/ writing skills and ability to present information in a clear and concise manner.
• Brings a continuous improvement mindset, with a willingness to identify inefficiencies, propose solutions, and help implement them in collaboration with the broader team.
• Experience partnering with third-party vendors to improve operational processes.
• Ability to identify process improvement opportunities and translate them into scalable operational solutions using automation and Generative AI tools.

Position location: This role is based in Burlingame, CA and requires working onsite five days per week.

Time Zone requirements: This role operates primarily during Pacific Time business hours (approximately 8:00 AM4:30 PM PT)

Travel requirements: As a digital-first company, the majority of our employees work can be accomplished remotely. However, this role supports physical mail operations and is performed onsite in Burlingame. Limited travel is expected.

This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law

Burlingame - Anticipated Hourly Rate Range $23.41$31.20 USD

What you'll love

At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here's what you can expect:

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits, including life insurance and disability coverage for added financial security
• Paid time off, sick leave, and company holidays, in line with local requirements
• Paid family and parental leave to support caregiving and major life moments (duration varies by country)
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP) offering mental health support and life-centered resources
• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
• Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
• Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
• Connection and community through team events, all-company updates, and employee resource groups (ERGs)
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)

For roles based in Canada, please note that we are not currently able to hire in Quebec.

Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive