Role OverviewPylon is building America's mortgage rails: a vertically integrated, software-driven mortgage platform designed to replace the fragmented wholesale mortgage factory. We are hiring a Head of Account Management to own the broker-facing operating layer around that platform.
This is not simply a mandate to build a larger support organization as volume grows. You will create the systems, service standards, escalation model, and product feedback loops that allow brokers to get excellent support while Pylon continuously removes unnecessary manual coordination from 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.
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, 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.
What success looks likePylon can grow loan volume dramatically without broker experience degrading or Account Management becoming a large reactive coordination layer. Recurring broker issues increasingly disappear because the underlying product and workflow improve.
