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About the Role
Pylon is building America's mortgage rails, a vertically integrated, software-driven mortgage platform. The Head of Account Management will own the broker-facing operating layer, creating systems, service standards, escalation models, and product feedback loops to ensure excellent broker support while streamlining the mortgage process.
Responsibilities
- Own the end-to-end broker-facing operational experience.
- Define service standards, response-time expectations, escalation paths, and operating cadences.
- Build systems for pipeline visibility, broker communication, and issue resolution.
- Partner with Processing, Underwriting, Closing, Sales, Product, and Engineering to eliminate recurring friction and handoff failures.
- Establish KPIs for service quality, responsiveness, pipeline health, escalations, and manual touches.
- Identify which broker problems should be solved operationally and which should become product improvements.
- Build and develop the team as needed, without defaulting to headcount as the primary scaling mechanism.
Requirements
- Deep experience in wholesale mortgage operations, ideally in account management or broker operations.
- Experience operating at substantially higher loan volume than Pylon handles today.
- Demonstrated ability to design and improve operating processes, not simply administer an existing system.
- Strong understanding of mortgage workflows and the broker experience.
- Excellent judgment, urgency, communication, and cross-functional leadership.
- Comfortable working directly with Product and Engineering in a rapidly changing environment.
About the Company
- America’s $13T mortgage market is one of the most important financial systems in the world.
- Pylon has created the first vertically integrated mortgage platform that turns origination into a single API.
- Publicly traded companies and the country’s largest originators are already building on Pylon.
- Revenue is compounding monthly.
- Backed by Peter Thiel, Conversion Capital, QED, Citi, Fifth Wall, and the founders of Ramp, Blend, and Mercury.
- The people who thrive here have high agency, strong opinions, and a track record of delivering outcomes without direction.
- We move quickly, challenge each other directly, and take full ownership of results.
- Join us in building America’s mortgage rails.