Senior Manager, Home Lending Sales & Customer Experience

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.

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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