Borrower Success Manager (Remote - Dallas, San Antonio or Phoenix)

Zippy was founded with one mission : to make getting a loan for a manufactured home simple, fast, and fully online. We believe modern manufactured homes are affordable, well-built, eco-friendly, and stylish, but finding a lender who understands this market can be challenging. That's why Zippy focuses exclusively on manufactured home loans, offering a seamless, digital experience.

Headquartered in Dallas, TX, with an office in Tempe, AZ, Zippy provides home loans and insurance to manufactured home buyers throughout the United States. Our remote-first team is spread across cities like Dallas, Houston, Knoxville, Omaha, Philadelphia, Phoenix, and several other states and cities. Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits. At Zippy, we pride ourselves on our commitment to finance happiness through the power of home. We are dedicated to enhancing consumers' financial outcomes and tackling the affordable housing crisis through cutting-edge technology and innovative solutions.

As Zippy's Borrower Success Manager, you'll lead a borrower-facing team responsible for driving loan progress from qualification through approval. Your team of Zippy Guide Associates serves as the primary point of contact for borrowers, community partners, and soon dealer partners - ensuring conditions are satisfied quickly, documentation is complete, and every borrower feels supported from start to finish.

This is a dynamic high-impact leadership role blending people development, operational execution, and performance management. You'll coach and motivate your team to improve borrower engagement, accelerate document collection, and increase conversion - all while upholding compliance and a consistent borrower experience. Your focus will be on effectiveness : how well the team is driving the pipeline forward, resolving blockers, and achieving measurable results.

Note : This team does not handle loan processing directly - their focus is on proactive borrower outreach and condition / document collection that keeps loans moving toward funding.

Key Responsibilities

Team Leadership & Coaching

• Lead, mentor, and motivate a high-performing team of Zippy Guide Associates through structured coaching, training, and daily engagement.
• Maintain a daily coaching rhythm - including call listening, live feedback, and motivational team huddles to reinforce best practices and drive performance.
• Listen to calls, review borrower interactions, and provide actionable feedback to improve connection, clarity, and borrower engagement.
• Lead by example - when the team hits challenges, you're comfortable picking up the phone, handling a borrower conversation, and modeling how it's done the Zippy way.
• Inspire a performance culture rooted in accountability, responsiveness, and borrower success.
• Drive consistency in communication quality, borrower follow-through, and use of systems and tools.

Pipeline & Production Management

Condition Fulfillment & Borrower Engagement

Contact Center Operations

Cross-Functional Partnership & Process Improvement

Compliance & Leadership

Qualifications

Ideal Candidate Profile

You thrive in fast-paced, results-oriented environments where success is measured by impact and momentum. You're a natural motivator who blends operational rigor with people-first leadership - just as comfortable jumping on the phones as you are strategizing at a high level. You analyze data to make informed decisions, collaborate across departments to improve systems, and are relentless about helping your team be more effective every day. You model Zippy's values of owning it, being results driven, and the golden rule while driving exceptional borrower experiences that lead to tangible business growth.

Important Applicant Information

Total Rewards

We offer a competitive salary with the potential for annual bonuses and variable pay, depending on your skills and experience.

As a part of our commitment to shared success, all employees receive equity in the company, allowing you to share in the growth and achievements of Zippy.

Enjoy the flexibility of working from home in a dynamic, remote-first environment.

We provide medical, dental, and vision insurance, along with company-subsidized benefits like STD, LTD, and life insurance for you and your family.

Take advantage of medical & dependent care FSAs to help manage your expenses.

We invest in your professional growth with resources for training and licensing.

We offer generous PTO—and we encourage you to use it!

Access a variety of wellbeing resources, including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through our Sequoia Wellbeing Programs.

We provide paid parental leave to support you and your growing family.

Enjoy a mid-week break from meetings to focus and recharge.

Engage with colleagues in our lively remote Slack community, featuring fun channels that connect people around shared interests like travel, pets, sports, food, and more.

We believe in promoting from within, offering you opportunities to grow your career with us.

Beyond the tangible benefits :

At the heart of everything we do are our core values :

Lead with Passion, Own It, Build a Better Way, Results Driven, and The Golden Rule . These values guide our decisions, shape our culture, and inspire us to achieve our best every day.

Be part of a dynamic team at a pivotal moment in Zippy's growth, where every contribution makes a significant impact.

Collaborate with sharp, passionate teammates to tackle unique challenges in the Manufactured Housing market, positioning our product as a top-tier lending solution.

You'll be welcomed into a collaborative environment that fosters camaraderie, respect, and a deep sense of belonging.

We're committed to empowering a diverse and inclusive workforce, celebrating our differences, and ensuring everyone feels safe to bring their whole selves to work.

Work alongside leaders who are not only approachable but also dedicated to providing guidance, mentorship, and support to help you succeed.

Be part of a mission-driven team that's making housing more affordable for everyone, helping prospective buyers secure fast and simple online loans to purchase manufactured homes. By joining Zippy you will help improve the lives of over 22 million Americans who live in manufactured homes today.

Zippy is an equal opportunity employer that is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability status, or marital status. If you are excited about the role but do not meet 100% of the qualifications listed above, we encourage you to apply. Nothing in this job posting should be construed as an offer or guarantee of employment.

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