Head of Account Management

The role

The Head of Account Management will own the end-to-end broker-facing operational experience. You will create systems, service standards, and product feedback loops to support brokers on a vertically integrated mortgage platform.

What you will do

• 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 friction
• Establish KPIs for service quality, responsiveness, pipeline health, escalations, and manual touches
• Identify which broker problems should be solved operationally or via product improvements
• Build and develop the team as needed

Required qualifications

• 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
• 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

Pylon is a vertically integrated mortgage platform that turns origination into a single API. The company is backed by Peter Thiel, Conversion Capital, QED, Citi, Fifth Wall, and the founders of Ramp, Blend, and Mercury.