Head of Account Management

Pylon
New York
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceSkills: ["Judgment","Urgency","Communication","Cross-functional leadership"]

Own the broker-facing operating layer for Pylon’s vertically integrated mortgage platform. Build service standards, escalation paths, and operating cadences, and create systems for pipeline visibility, broker communication, and issue resolution. Partner cross-functionally across Processing, Underwriting, Closing, Sales, Product, and Engineering to remove recurring friction. Define KPIs for service quality and responsiveness, improve operating processes, and grow the team as needed to deliver excellent broker experience.

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Pylon
Pylon
21 hours ago

Head of Account Management

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Job Summary

Own the broker-facing operating layer for Pylon’s vertically integrated mortgage platform. Build service standards, escalation paths, and operating cadences, and create systems for pipeline visibility, broker communication, and issue resolution. Partner cross-functionally across Processing, Underwriting, Closing, Sales, Product, and Engineering to remove recurring friction. Define KPIs for service quality and responsiveness, improve operating processes, and grow the team as needed to deliver excellent broker experience.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Director level

Key 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 broker problems to solve operationally vs. via product improvements; build and develop the team as needed.

Key Requirements

  • •Deep experience in wholesale mortgage operations, ideally in account management or broker operations.
  • •Experience operating at substantially higher loan volume than the current scale.
  • •Ability to design and improve operating processes, not just administer systems.
  • •Strong understanding of mortgage workflows and the broker experience.
  • •Excellent judgment, urgency, communication, and cross-functional leadership; comfortable working with Product and Engineering in a fast-changing environment.
Experience:MortgageWholesale mortgageAccount managementBroker operations
Skills:JudgmentUrgencyCommunicationCross-functional leadership

Company Brief

Pylon
Pylon offers a developer platform providing hosted infrastructure and APIs to build, deploy, and manage backend services and third‑party integrations, reducing engineering overhead for teams building modern web and mobile applications.
Industry: API Platforms
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