Head of Broker Operations

Pylon; New York (NY); On-site; USD 180,000 - 250,000; Full time

Job summary

Pylon is seeking a Head of Account Management to own the broker-facing operating layer of its vertically integrated mortgage platform in New York. You will define service standards, build the escalation model, and partner with Processing, Underwriting, Closing, Sales, Product, and Engineering to remove friction.

You will design scalable processes, establish KPIs, and grow a high-agency team capable of handling high loan volumes while delivering exceptional broker experiences.

Qualifications

• Deep experience in wholesale mortgage operations and broker interactions.
• Track record designing and improving operating processes, not just administration.
• Strong cross-functional leadership and urgency in fast-moving environments.

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 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 experience

Process design & improvement

Cross-functional leadership

Job description

Pylon is seeking a Head of Account Management to own the broker-facing operating layer of its vertically integrated mortgage platform in New York. You will define service standards, build the escalation model, and partner with Processing, Underwriting, Closing, Sales, Product, and Engineering to remove friction.

You will design scalable processes, establish KPIs, and grow a high-agency team capable of handling high loan volumes while delivering exceptional broker experiences.