Senior Manager, Home Lending Sales & Customer Experience

About this role

About Upstart

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

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:…