Head of Account Management
At a glance
Director-level Account Management role at Pylon. New York · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Own the broker-facing operating experience from initial issue through resolution
- Set service expectations, escalation routes, and recurring operating rhythms for account management
- Create visibility into pipelines, broker communications, and issue resolution
- Work with Processing, Underwriting, Closing, Sales, Product, and Engineering to remove handoff problems
- Define service, responsiveness, pipeline, escalation, and manual-work KPIs
What you bring
- Deep experience in wholesale mortgage operations, ideally across account or broker operations
- Experience handling loan volume substantially above Pylon’s current level
- A record of designing and improving operating processes rather than only running existing ones
- Strong knowledge of mortgage workflows and the broker experience
- Sound judgment, urgency, communication, and cross-functional leadership
Who this fits
This role suits a senior operator who can build account-management systems while reducing manual coordination through better workflows and product changes. You’ll work directly with Product and Engineering in a fast-changing environment and build the team as needed, without treating headcount as the default scaling answer. The role is based in New York.
From the employer
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.
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