Senior Manager, Home Lending Operations
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Job Description
Senior manager leading home lending servicing operations at Upstart, an AI lending marketplace. Overseeing BPO partners, operating models, compliance, automation, and borrower experience.
Responsibilities:
- Lead the strategy and execution of Home Lending Servicing Operations
- Define the long-term servicing roadmap and operating model
- Oversee third-party servicing BPO partners, including performance expectations, SLAs, quality standards, and governance routines
- Partner with Product and Engineering on servicing capabilities, automation, and process improvements
- Collaborate with Risk, Compliance, Investor Services, Finance, Legal, and Capital Markets on regulatory, investor, and internal control requirements
- Analyze servicing performance metrics and operational data to identify trends, root causes, and improvements
- Provide mortgage servicing subject matter expertise across payment application, interest accrual, escrow administration, payoff calculations, draw administration, and servicing transfers
- Develop operational controls, reporting, and vendor governance processes
- Lead, coach, and develop operations leaders
Requirements:
- 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 BPO relationships
- Experience developing servicing operating models, operational processes, and vendor governance frameworks
- 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
Benefits:
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Retirement benefits including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
- Comprehensive medical, dental, vision, and wellness coverage/resources
- Supplemental health coverage for Canada
- Health Savings Account contributions for eligible plans (US only)
- Life insurance and disability coverage
- Paid time off, sick leave, and company holidays
- Paid family and parental leave
- Family-centered fertility, parenthood, and caregiving benefits
- Employee Assistance Program (EAP) with mental health support and life-centered resources
- Financial planning tools and financial concierge service (US only)
- Annual wellness allowance
- Annual productivity allowance for relevant tools and resources
- Team events, all-company updates, and employee resource groups (ERGs)
- Catered lunches and fully stocked micro-kitchens at offices in the Bay Area, Austin, Columbus, and New York City
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