Head of Account Management

📋 Description

• 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
• Establish KPIs for service quality, responsiveness, pipeline health, escalations, and manual
• Identify which broker problems should be solved operationally and which should become product

🎯 Requirements

• Deep experience in wholesale mortgage operations, ideally in account management or broker
• Experience operating at substantially higher loan volume than Pylon handles today.
• Demonstrated ability to design and improve operating processes, not simply administer an existing
• 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.