Head of Account Management

Pylon

. Own the end-to-end broker-facing operational experience .

Posted 11/3/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in wholesale mortgage operations with a focus on enhancing broker experience and operational efficiency. Capable of designing and improving processes to support high loan volume while maintaining service quality and responsiveness.

Highest-signal resume keywords

Wholesale Mortgage OperationsProcess Design and ImprovementCross-Functional LeadershipKPI EstablishmentBroker Experience Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operational ExperienceService Standards DefinitionPipeline Visibility SystemsIssue ResolutionEscalation Path Development

Soft Skills

Excellent JudgmentUrgencyCommunication

Industry Keywords

Mortgage WorkflowsBroker OperationsAccount ManagementLoan Volume ManagementProduct Improvement

About the role

Key responsibilities & impact

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
Enable dramatic loan-volume growth without degrading broker experience or creating a large reactive coordination layer
Improve underlying product and workflows so recurring broker issues increasingly disappear

Requirements

What you’ll need

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