Senior Manager, Home Lending Sales & CX (Remote-Ready)

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

Benefits offered by this job

Competitive compensation

401(k) match

Employee stock purchase plan (ESPP)

Comprehensive health coverage

Paid time off

Job summary

Upstart in Columbus, Ohio is seeking a Senior Manager, Home Lending Sales & Customer Experience to lead borrower-facing operations from application to funding. You’ll oversee Sales, Licensed Loan Advisor teams and partner with Product, Growth, Risk, and Compliance to deliver a scalable lending experience.

You’ll drive conversion, loan production, and customer engagement; manage performance, and build strong white-label partnerships while ensuring regulatory compliance and operational excellence.

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.

Responsibilities

• Lead and develop high-performing Sales, Licensed Loan Advisor, and Customer Experience teams with clear performance expectations and coaching practices.
• Own the strategy and execution of Home Lending sales and customer engagement, driving improvements in conversion and loan production.
• Develop and optimize sales strategies, lead management, and customer outreach to improve contact rates and conversion.
• Use funnel analytics and customer behavior data to identify friction points and implement targeted improvements.
• Partner with Product, Engineering, and Growth to improve the digital borrower journey and prioritize automation and engagement capabilities.
• Oversee customer experience operations, ensuring timely, accurate borrower support while balancing service quality, efficiency, and sales outcomes.

Skills

People leadership

Sales management

Funnel analytics

Cross-functional collaboration

Customer engagement

Tools

CRM platforms

Sales automation tools

Job description

Upstart in Columbus, Ohio is seeking a Senior Manager, Home Lending Sales & Customer Experience to lead borrower-facing operations from application to funding. You’ll oversee Sales, Licensed Loan Advisor teams and partner with Product, Growth, Risk, and Compliance to deliver a scalable lending experience.

You’ll drive conversion, loan production, and customer engagement; manage performance, and build strong white-label partnerships while ensuring regulatory compliance and operational excellence.