Senior Manager, Home Lending Sales & Customer Experience

The role

You will lead the strategy and execution of borrower-facing operations, including sales, licensed loan advisors, and customer experience. You will oversee internal teams and external partners to drive application-to-funding conversion and sales performance.

What you will do

• Lead and develop Sales, Licensed Loan Advisor, and Customer Experience teams.
• Own the strategy and execution of Home Lending sales and customer engagement.
• Develop and optimize sales strategies, customer outreach, and lead management.
• Use funnel analytics and operational data to identify conversion opportunities.
• Partner with Product, Engineering, and Growth to improve the digital borrower journey.
• Oversee customer experience operations and service quality.
• Develop and manage white-label partner support capabilities.
• Establish scalable performance management frameworks.
• Partner with Risk, Compliance, and Legal to ensure regulatory alignment.
• Identify opportunities to improve workforce capacity and operating models.

Required 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.
• 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.

Nice to have

• 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.

Benefits

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