Head of Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the comprehensive broker-facing operational experience.

• Establish service standards, response-time expectations, escalation procedures, and operational rhythms.

• Create systems that enhance pipeline visibility, facilitate broker communication, and resolve issues effectively.

• Collaborate with Processing, Underwriting, Closing, Sales, Product, and Engineering teams to eliminate persistent friction and handoff issues.

• Set KPIs for service quality, responsiveness, pipeline health, escalations, and manual interventions.

• Determine which broker challenges should be addressed operationally and which should evolve into product enhancements.

• Build and nurture the team as required, avoiding reliance on increasing headcount as the main scaling approach.

• Facilitate significant loan-volume growth while maintaining broker experience and preventing the establishment of a large reactive coordination framework.

• Enhance core products and workflows to minimize the recurrence of broker issues.

⛳️ Requirements

• Extensive experience in wholesale mortgage operations, preferably in account management or broker operations.

• Proven experience managing loan volumes significantly higher than what Pylon currently processes.

• Track record of designing and refining operational processes rather than just managing existing systems.

• Strong knowledge of mortgage workflows and the broker experience.

• Exceptional judgment, urgency, communication skills, and cross-functional leadership capabilities.

• Comfortable collaborating directly with Product and Engineering teams in a dynamic environment.

🏝️ Benefits

• Opportunity to significantly impact operational excellence and broker satisfaction.

• Work in a collaborative and innovative environment.

• Professional development and growth opportunities within the organization.