About Upstart

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City, you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

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.

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