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.

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.

Head of Account Management

Responsibilities

Qualification

Required

Company

Pylon

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