Customer Experience Manager, Home Lending

Upstart•Columbus, OH

2d•Hybrid

About The Position

The Customer Experience Manager will be instrumental in shaping how customers perceive and engage with our brand within the fast-growing and strategically critical HELOC product line. This role ensures we deliver a trusted, streamlined, and supportive experience—one that sets us apart as we build a white-glove lending partner ecosystem and elevate the standard of customer support in home lending. The Customer Experience Manager, HELOC will lead a team of Customer Experience (CX) agents responsible for supporting borrowers and applicants throughout their HELOC journey. This leader will manage all inbound customer communication channels—including phone, email, and future chat support—and will play a significant strategic role in shaping how customers interact with our Home Equity products. This role works closely with cross-functional stakeholders from quality, TPM, product, telephony and compliance. The ideal candidate combines strong people leadership with deep operational rigor, process thinking, and a passion for designing frictionless, empathetic customer interactions. As we move toward launching a white-glove lending partner experience, this person will champion a service model that delivers best-in-class support—whether self-service or person-to-person.

Requirements

3 + years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential.
3+ years experience working in the Home Lending industry at a Financial Institution or Mortgage company.
2+ years experience working with telephony systems building workflows and reporting
Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
Relentless drive for qualitative and quantitative improvement in customer sentiment.

Nice To Haves

5+ years of people leadership experience in an operations environment.
NMLS Licensed is a plus.
Servicing or Interim-servicing experience.
Previous background managing customer facing teams or driving customer experience strategy.

Responsibilities

Help develop and implement strategies to optimize team performance and achieve department goals and targets.
Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
Oversee customer communication channels for both the CX and Loan processing teams ensuring the best possible customer experience and maintaining SLA.
Drive Channel Strategy (phones, emails, chat, message center and other self service channels).

Benefits

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