Head of Home Lending Sales & CX (Remote)

Upstart; Columbus (OH); Hybride; USD 105 000 - 145 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Annual equity grants

401(k) match

ESPP

Health coverage

HSA contributions

PTO

Parental leave

Wellness allowance

Productivity allowance

Onsite lunches

Résumé du poste

Upstart, a leading AI lending marketplace, seeks a Senior Manager, Home Lending Sales & Customer Experience in Columbus, OH. You will lead Sales, Licensed Loan Advisor, and Customer Experience teams, shaping strategy and ensuring a high-quality borrower journey from application to funding.

You will partner with Product, Growth, Risk, Compliance, and Operations to improve conversion and experience while managing white-label partnerships.

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.

Responsabilités

• 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.

Connaissances

Sales leadership

Customer experience

Analytics

Cross-functional collaboration

Outils

CRM platforms

Sales automation

Digital lending tools

Description du poste

Upstart, a leading AI lending marketplace, seeks a Senior Manager, Home Lending Sales & Customer Experience in Columbus, OH. You will lead Sales, Licensed Loan Advisor, and Customer Experience teams, shaping strategy and ensuring a high-quality borrower journey from application to funding.

You will partner with Product, Growth, Risk, Compliance, and Operations to improve conversion and experience while managing white-label partnerships.