Senior Manager, Home Lending Sales & Customer Experience

Upstart•Columbus, OH

1d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.

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