Senior Manager Servicing, Home Lending Operations

The role

You will define and execute the operational strategy for Home Lending servicing. You will oversee outsourced partners, build the servicing operating model, and partner cross-functionally to improve borrower experience and regulatory compliance.

What you will do

• Lead the strategy and execution of Home Lending Servicing Operations.
• Oversee third-party servicing (BPO) partners and establish performance expectations.
• Partner with Product and Engineering to design and implement servicing capabilities.
• Collaborate with Risk, Compliance, Investor Services, Finance, Legal, and Capital Markets.
• Use servicing performance metrics and operational data to drive improvements.
• Provide subject matter expertise on mortgage servicing processes.
• Develop operational controls, reporting, and vendor governance processes.
• Lead, coach, and develop high-performing operations leaders.

Required qualifications

• Bachelor's degree or equivalent practical experience.
• 8+ years of experience in residential mortgage servicing operations.
• 4+ years of experience leading managers and operational teams.
• Experience managing outsourced mortgage servicing vendors or business process outsourcing (BPO) relationships.
• Experience developing servicing operating models, operational processes, and vendor governance frameworks.
• Demonstrated expertise in mortgage servicing functions, including payment processing, interest calculations, escrow administration, payoff processing, and draw calculations.
• Experience partnering with Risk, Compliance, Finance, Investor Services, or Capital Markets in a regulated mortgage servicing environment.

Nice to have

• Experience launching or scaling servicing operations within a fintech or digital mortgage platform.
• Knowledge of agency, GSE, and investor servicing requirements.
• Experience implementing servicing technology, workflow automation, or digital servicing capabilities.
• Advanced analytical skills with experience using operational metrics to drive strategic decisions and process improvements.
• Experience leading large-scale operational transformation or servicing modernization initiatives.
• Knowledge of default servicing, loss mitigation, or servicing transfer operations.
• Experience working closely with Product and Engineering teams to define servicing roadmaps and deliver operational capabilities.
• Ability to influence cross-functional stakeholders and drive alignment across Operations, Product, Engineering, Risk, and Compliance.
• Experience using operational metrics and analytics to improve quality, productivity, and customer outcomes.

Benefits

• Base pay, bonus opportunities, and annual equity grants that vest quarterly
• 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
• Employee Stock Purchase Plan (ESPP) for eligible employees (US only)
• Medical, dental, vision, and wellness resources
• Health Savings Account contributions for eligible plans (US only)
• Life insurance and disability coverage
• Paid time off, sick leave, and company holidays
• Paid family and parental leave
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP)
• Financial wellness resources including financial planning tools and a financial concierge service (US Only)
• Annual wellness allowance

About the company

Upstart is an AI lending marketplace that partners with banks and credit unions to expand access to affordable credit. The company is digital-first and aims to reduce the cost and complexity of borrowing for all Americans.