Head of Account Management

Pylon; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Pylon is hiring a Head of Account Management to own the broker-facing operating layer around its mortgage platform. You will create service standards, escalation models, and feedback loops to deliver excellent broker support while driving automated processes and scalable workflows.

You will collaborate with Processing, Underwriting, Closing, Sales, Product, and Engineering to reduce friction, grow loan volume, and improve the broker experience in a fast-moving, ownership-driven environment.

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.

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.

Skills

Wholesale mortgage operations

Broker operations

Account management

Process improvement

Mortgage workflows

Cross-functional leadership

Communication

Leadership

Job description

About Pylon

America’s $13T mortgage market is one of the most important financial systems in the world. It underwrites the middle class and is the mechanism through which millions of families build wealth. But while every other financial instrument has been simplified to an API call, mortgages are still assembled by hand.

We started from zero and 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. We’re backed by Peter Thiel, Conversion Capital, QED, Citi, Fifth Wall, and the founders of Ramp, Blend, and Mercury.

Working at Pylon isn’t for those seeking comfort. The people who thrive here have high agency, strong opinions, and a track record of delivering outcomes without direction. Many of us are former founders. We move quickly, challenge each other directly, and take full ownership of results. It’s hard work, but it will be worth it.

Join us in building America’s mortgage rails.

Role Overview

Pylon 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 like

Pylon 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.