The Team: The Home Lending Servicing Operations team is responsible for delivering a seamless, compliant, and scalable servicing experience throughout the life of a mortgage loan. We partner across Operations, Product, Engineering, Risk, Compliance, Finance, Capital Markets, and Investor Services to ensure borrowers receive exceptional service while maintaining operational excellence and strong investor performance.
As the Senior Manager, Home Lending Servicing Operations, you will define and execute the operational strategy for servicing as we continue to scale our Home Lending business. You will oversee outsourced servicing partners, build the long-term servicing operating model, and partner cross-functionally to improve borrower experience, operational efficiency, and regulatory compliance.
How you'll make an impact- Lead the strategy and execution of Home Lending Servicing Operations, defining the long-term servicing roadmap and operating model that supports business growth and evolving customer needs.
- Oversee third-party servicing (BPO) partners, establishing performance expectations, service level agreements, quality standards, and governance routines to deliver operational excellence.
- Partner with Product and Engineering to design and implement servicing capabilities, automation, and process improvements that enhance scalability and borrower experience.
- Collaborate with Risk, Compliance, Investor Services, Finance, Legal, and Capital Markets to ensure servicing operations align with regulatory requirements, investor obligations, and internal control standards.
- Use servicing performance metrics and operational data to identify trends, evaluate root causes, and drive improvements across payment processing, escrow administration, customer servicing, and operational workflows.
- Provide subject matter expertise on mortgage servicing processes, including payment application, interest accrual, escrow administration, payoff calculations, draw administration, and servicing transfers.
- Develop operational controls, reporting, and vendor governance processes that mitigate risk while improving quality, efficiency, and customer outcomes.
- Lead, coach, and develop high-performing operations leaders while fostering a culture of accountability, continuous improvement, and customer obsession
Minimum Qualifications - Bachelor's degree or equivalent practical experience.
- 8+ years of experience in residential mortgage servicing operations.
- 4+ years of experience leading managers and operational teams.
- Experience managing outsourced mortgage servicing vendors or business process outsourcing (BPO) relationships.
- Experience developing servicing operating models, operational processes, and vendor governance frameworks.
- Demonstrated expertise in mortgage servicing functions, including payment processing, interest calculations, escrow administration, payoff processing, and draw calculations.
- Experience partnering with Risk, Compliance, Finance, Investor Services, or Capital Markets in a regulated mortgage servicing environment.
Preferred Qualifications- Experience launching or scaling servicing operations within a fintech or digital mortgage platform.
- Knowledge of agency, GSE, and investor servicing requirements.
- Experience implementing servicing technology, workflow automation, or digital servicing capabilities.
- Advanced analytical skills with experience using operational metrics to drive strategic decisions and process improvements.
- Experience leading large-scale operational transformation or servicing modernization initiatives.
- Knowledge of default servicing, loss mitigation, or servicing transfer operations.
- Experience working closely with Product and Engineering teams to define servicing roadmaps and deliver operational capabilities.
- Ability to influence cross-functional stakeholders and drive alignment across Operations, Product, Engineering, Risk, and Compliance.
- Experience using operational metrics and analytics to improve quality, productivity, and customer outcomes.
Position location This role is available in the following locations: Remote
Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions' cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.
#LI-MidSenior
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location-with our "digital first" philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
United States | Remote - Anticipated Base Salary Range
$128,100-$177,300 USD
What you'll loveAt Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here's what you can expect:
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
- Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
- Health Savings Account contributions from Upstart for eligible plans (US only)
- Income protection benefits, including life insurance and disability coverage for added financial security
- Paid time off, sick leave, and company holidays, in line with local requirements
- Paid family and parental leave to support caregiving and major life moments (duration varies by country)
- Family-centered benefits to support fertility, parenthood, and caregiving needs
- Employee Assistance Program (EAP) offering mental health support and life-centered resources
- Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
- Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
- Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
- Connection and community through team events, all-company updates, and employee resource groups (ERGs)
- Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City
For roles based in Canada, please note that we are not currently able to hire in Quebec.
