Upstart
Customer Experience Manager, Home Lending
$105K–$145K
Burlingame, CA, USA +3 · Manager · Full-time · Posted Oct 12, 2026
- Location
- Burlingame, CA, USA
Columbus, OH, USA
Burlingame, California, United States
Columbus, Ohio, United States - Experience
- 3+ years people management; 3+ years in Home Lending; 2+ years with telephony systems. Preferred: 5+ years of people leadership in operations.
About the job
Leads the Customer Experience team supporting borrowers and applicants through the HELOC journey, improving service operations and shaping customer communication channels.
What you'll do
- Develop and implement strategies to improve team performance and meet department goals.
- Monitor KPIs, identify improvement opportunities, and implement corrective actions.
- Oversee CX and loan-processing communications and channel strategy while maintaining SLAs.
What they ask for
- 3+ years of people management experience.
- 3+ years of Home Lending experience at a financial institution or mortgage company.
- 2+ years working with telephony systems to build workflows and reporting.
- Strong analytical and problem-solving skills; ability to develop data-driven solutions.
Nice to have
- 5+ years of people leadership in an operations environment; NMLS Licensed is a plus.
- Servicing or interim-servicing experience, or experience managing customer-facing teams or customer experience strategy.
Pay
$104,800 — $145,000 USD base salary
Model-written summary · the original posting is authoritative