Customer Experience Manager, Home Lending
The Team:
HELOC is a fast-growing and strategically critical product line. The Customer Experience Manager will be instrumental in shaping how customers perceive and engage with our brand. 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 the following teams, 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.
How you’ll make an impact
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).
Minimum Qualifications
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.
Preferred Qualifications
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.
Position location This role is available in the following locations: Columbus, Ohio or Burlingame, California
Time zone requirements The team operates on the East & West coast time zones.
In-Office requirements. You will be required to work from the Columbus Ohio office 2 days per week or the Burlingame, California 1 day 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.
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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).
United States | Remote - Anticipated Base Salary Range
$104,800—$145,000 USD