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Senior Manager, Home Lending Sales & Customer Experience
Upstart · Columbus, OH · Posted 24 days ago
Lead the strategy and execution of a borrower-facing lending operation, driving application-to-funding conversion and creating seamless digital experiences for thousands of customers.
The Home Lending Sales & Customer Experience team plays a critical role in helping borrowers navigate their lending journey, from initial application through loan funding. Our team brings together sales, licensed loan advisors, and customer experience operations to help borrowers make informed decisions, overcome obstacles, and access the right lending solutions.
As the Senior Manager, Home Lending Sales & Customer Experience, you will lead the strategy and execution of our borrower-facing operations, with accountability for application-to-funding conversion, sales performance, and customer experience. You'll oversee internal teams and external partners while collaborating closely with Product, Growth, Credit, Risk, Compliance, and Operations to create a seamless, efficient, and scalable lending experience.
How you’ll make an impact
- 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.
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This posting is sourced from Upstart's own career site — applying takes you there directly.
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This role centers on Sales Management, Team Leadership, Lending Operations, and Conversion Metrics. There are 92 open roles at Upstart right now.
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