Head of Home Lending Sales & Customer Experience

OhioX; Columbus (OH); Hybrid; USD 105,000 - 145,000; Full time

Benefits offered by this job

401(k) with company match

Equity grants

Comprehensive health coverage

Paid time off

Remote-friendly with onsite Columbus

Job summary

Upstart in Columbus, Ohio is seeking a Senior Manager, Home Lending Sales & Customer Experience to lead the borrower-facing operations and drive application-to-funding conversions. You will oversee Sales, Licensed Loan Advisors, and Customer Experience teams, coordinating with Product, Growth, Risk, Compliance, and Operations to deliver a seamless lending experience.

The role requires 7+ years in lending or customer experience and 3+ years of leadership, with hybrid work from the Columbus office

Qualifications

• 7+ years of experience in consumer lending, mortgage sales, lending operations, or customer experience in 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.

Responsibilities

• Lead and develop high-performing Sales, Licensed Loan Advisor (LLA), and Customer Experience teams with clear performance expectations.
• Own strategy and execution of Home Lending sales and customer engagement.
• Develop and optimize sales strategies, lead management, and borrower outreach to improve funnel conversion.
• Use funnel analytics and customer behavior data to identify friction points and drive improvements.
• Partner with Product, Engineering, and Growth to enhance the digital borrower journey.
• Oversee borrower support ensuring timely, accurate service while balancing quality and sales outcomes.
• Develop and manage white-label partner support capabilities and alignment with business goals.
• Establish scalable performance management frameworks including conversion metrics and customer satisfaction.
• Collaborate with Risk, Compliance, and Legal to ensure regulatory compliance in sales practices.

Skills

Lending ops leadership

Sales leadership

Customer experience strategy

Data-driven decision making

Cross-functional collaboration

Sales funnel analytics

Tools

CRM platforms

Sales automation tools

Digital lending tools

Job description

Upstart in Columbus, Ohio is seeking a Senior Manager, Home Lending Sales & Customer Experience to lead the borrower-facing operations and drive application-to-funding conversions. You will oversee Sales, Licensed Loan Advisors, and Customer Experience teams, coordinating with Product, Growth, Risk, Compliance, and Operations to deliver a seamless lending experience.

The role requires 7+ years in lending or customer experience and 3+ years of leadership, with hybrid work from the Columbus office