Senior Manager, Home Lending Sales & Customer Experience
Senior Manager, Home Lending Sales & Customer Experience
- R-00456
- Columbus, Ohio, United States
- Operations Group
About Upstart
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, 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
The Home Lending Sales & Customer Experience team plays a critical role in helping borrowers navigate their lending journey, from initial application through loan funding. Our team brings together sales, licensed loan advisors, and customer experience operations to help borrowers make informed decisions, overcome obstacles, and access the right lending solutions.
As the Senior Manager, Home Lending Sales & Customer Experience, you will lead the strategy and execution of our borrower-facing operations, with accountability for application-to-funding conversion, sales performance, and customer experience. You'll oversee internal teams and external partners while collaborating closely with Product, Growth, Credit, Risk, Compliance, and Operations to create a seamless, efficient, and scalable lending experience.
How you’ll make an impact
- Lead and develop high-performing Sales, Licensed Loan Advisor (LLA), and Customer Experience teams, establishing clear performance expectations, coaching practices, and accountability for results.
- Own the strategy and execution of Home Lending sales and customer engagement, driving improvements in application-to-funding conversion, borrower engagement, and overall loan production.
- Develop and optimize sales strategies, customer outreach, and lead management practices to improve borrower contact rates, application completion, and conversion throughout the lending funnel.
- Use funnel analytics, customer behavior, and operational performance data to identify conversion opportunities, diagnose friction points, and implement targeted improvements.
- Partner with Product, Engineering, and Growth to improve the digital borrower journey, leveraging frontline insights to influence product priorities, automation, and customer engagement capabilities.
- Oversee customer experience operations, ensuring timely, accurate, and effective borrower support while balancing service quality, operational efficiency, and sales outcomes.
- Develop and manage white-label partner support capabilities, ensuring consistent service delivery, partner satisfaction, and alignment with business objectives.
- Establish scalable performance management frameworks, including sales productivity, conversion metrics, service levels, quality monitoring, and customer satisfaction.
- Partner with Risk, Compliance, and Legal to ensure sales practices, borrower communications, and licensed lending activities align with applicable regulatory requirements and company policies.
- Identify opportunities to improve workforce capacity, operating models, and technology to support business growth while maintaining an exceptional borrower experience.
Minimum Qualifications
- 7+ years of experience in consumer lending, mortgage sales, lending operations, or customer experience within financial services.
- 3+ years of people leadership experience managing sales, licensed lending, or customer-facing operations teams.
- Experience leading teams accountable for sales conversion, loan production, or customer acquisition performance.
- Experience using sales funnel analytics, conversion metrics, and operational performance data to identify and implement business improvements.
- Experience developing sales strategies, lead management processes, customer engagement programs, or performance management frameworks.
- Experience partnering cross-functionally with Product, Growth, Risk, Compliance, or Operations teams to improve customer-facing processes.
Preferred Qualifications
- Experience leading mortgage or home equity lending sales teams, including Licensed Loan Advisors.
- Knowledge of HELOC products, mortgage origination processes, and applicable lending regulations.
- Experience operating within a fintech, digital lending, or high-growth financial services environment.
- Experience managing outsourced customer experience or sales partners.
- Experience supporting white-label lending partnerships or embedded lending programs.
- Advanced analytical skills with experience evaluating conversion funnels, customer behavior, and sales productivity.
- Experience implementing CRM platforms, sales automation, customer engagement technology, or digital lending tools.
- Ability to balance revenue growth, customer experience, operational efficiency, and regulatory compliance.
Position location This role is available in the following locations: Columbus, Ohio
Time zone requirements The team operates on the East coast time zones.
In-Office requirements. You will be required to work from the Columbus, Ohio office 2 days per week
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.
#LI-MidSenior
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
What you'll love
At Upstart, our benefits for full-time employees 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
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 and fair hiring practices.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com
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