Senior Manager Closing Operations, Home Lending

Upstart•Columbus, OH

5d•$104,800 - $145,000•Hybrid

About The Position

Upstart's Home Lending Operations team supports customers throughout the home equity lending process, helping ensure loans move efficiently, accurately, and compliantly from application through closing. Within Operations, the Closing team owns the operational execution required to complete loan closings and works closely with internal partners and third-party vendors that support closing and related functions. As the Senior Manager Closing Operations, Home Lending, you will lead the operations of the Closing team and oversee day-to-day execution of external vendors Upstart uses to support closing activities. You will be accountable for team performance, closing quality and productivity, vendor execution, and the continued development of scalable processes and controls. You will also serve as a subject matter expert and cross-functional partner, using operational data and lending expertise to identify risks, resolve complex issues, and improve how Upstart executes closings.

Requirements

5+ years of experience in mortgage, home equity, or residential lending operations with a deep understanding of home lending closing operations, settlements, and county lien recording.
3+ years of direct people management experience.
Professional experience leading mortgage or home lending operations at a bank, credit union, mortgage lender, fintech, or other regulated financial institution.
Experience managing third-party vendors or service providers supporting mortgage closing, title, settlement, notary, recording, funding, or related lending functions.
Experience managing an operational team through defined productivity, quality, service-level, turnaround-time, or other performance metrics, including responsibility for capacity planning and performance management.
Experience applying residential lending closing requirements, operational controls, and regulatory or compliance processes to resolve escalations and manage operational risk.

Nice To Haves

Experience supporting HELOC or other home equity lending products and knowledge of the end-to-end closing lifecycle.
Experience using operational data to identify trends, conduct root-cause analysis, establish performance benchmarks, and implement measurable process improvements.
Experience leading complex or cross-functional operational initiatives involving Product, Compliance, Legal, Risk, Technology, or other business partners.
Knowledge of vendor governance practices, including service-level agreements, performance scorecards, escalation frameworks, and remediation plans.
Ability to communicate complex operational issues, risks, and recommendations to senior leaders and internal or external stakeholders.
Experience scaling or evolving operations through changes in volume, technology, process, policy, or regulatory requirements.

Responsibilities

Lead the day-to-day operations of the Closing team, setting priorities, managing capacity, and ensuring the team consistently delivers against closing quality, productivity, service-level, and turn-time expectations.
Manage, coach, and develop team members by establishing clear performance expectations, providing regular feedback, identifying skill gaps, and creating opportunities that support individual development and team performance.
Own operational performance across internal and third-party closing functions by establishing and monitoring metrics, identifying performance gaps and bottlenecks, and holding internal teams and vendors accountable for measurable outcomes.
Lead the investigation and resolution of complex or high-risk closing issues, using root-cause analysis and operational data to implement durable process improvements, controls, and preventative solutions.
Oversee day-to-day execution of third-party closing vendors, including escalations, issue resolution, and ongoing accountability against operational expectations.
Partner with Product, Compliance, Legal, Risk, and other Operations leaders to anticipate operational needs, evaluate tradeoffs, improve closing workflows, and plan for changes in volume, process, policy, or technology into the future.

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