Head of Broker Operations for Mortgage Rails

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

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.