Lead Product Manager, Customer Experience

The posting, as Pylon wrote it

About Pylon

America’s $13T mortgage market is one of the most important financial systems in the world. It underwrites the middle class and is the mechanism through which millions of families build wealth. But while every other financial instrument has been simplified to an API call, mortgages are still assembled by hand.

We started from zero and created the first vertically integrated mortgage platform that turns origination into a single API.

Publicly traded companies and the country’s largest originators are already building on Pylon. Revenue is compounding monthly. We’re backed by Peter Thiel, Conversion Capital, QED, Citi, Fifth Wall, and the founders of Ramp, Blend, and Mercury.

Working at Pylon isn’t for those seeking comfort. The people who thrive here have high agency, strong opinions, and a track record of delivering outcomes without direction. Many of us are former founders. We move quickly, challenge each other directly, and take full ownership of results. It’s hard work, but it will be worth it.

Join us in building America’s mortgage rails.

ABOUT THE ROLE

For most families, a mortgage is the biggest financial decision they’ll ever make, and the process is still confusing, slow, and stressful. Loan officers don’t have it much better. They’re jumping between systems, chasing documents, and answering the same status questions over and over.

We’re hiring a Lead PM to own Customer Experience at Pylon, which covers the borrower application, the borrower dashboard, and the loan officer experience. This is where people actually see and feel what our platform can do, whether customers use our interfaces directly or embed them in their own products.

The goal is to make getting a mortgage feel easy. Borrowers should always know where they stand and what’s next, and loan officers should spend their time helping borrowers instead of pushing paper.

WHAT YOU’LL DO

• Set the direction for every borrower and loan officer experience at Pylon, get product, design, and engineering aligned on it, and help grow the team as it scales
• Own the roadmap for the borrower application, borrower dashboard, and loan officer experience
• Build an application that only asks what it needs to, fills in whatever we can get automatically, and gets borrowers to a decision faster than anyone else
• Keep borrowers up to date throughout the loan, with status, next steps, outstanding items, documents, disclosures, and closing, so they never have to call and ask what’s going on
• Design the loan officer experience around the work that matters most, like managing their pipeline, talking with borrowers, running pricing scenarios, and resolving issues quickly
• Make every experience configurable and brandable, so customers can offer something great under their own name
• Own the funnel, including conversion, drop-off, time to submit, time to close, and satisfaction, and run experiments to keep improving it
• Build compliance into the experience,

[…]
s other people miss.

• You default to software over manual work. One of our guiding principles is that anything in the backend mortgage process done by a human is a bug, and every status call or manual follow-up tells you the product could be doing more. When we need a temporary workaround, you flag it, write it down, and push for the real fix.
• You’re good with people. You’ll work with design, engineering, customers, and the loan officers who use your product every day, and you know how to build real relationships and get results through them.
• You have a lot of ideas. You notice things that could be better about the product and the team, and we’ll give you room to act on them.
• You’re willing to get into the weeds. You can learn mortgage quickly, to the point where you sound like you’ve been in the industry for 20 years.

REQUIREMENTS

• 4+ years as a product manager on customer-facing products
• You’ve owned and scaled consumer or end-user products that clearly improved conversion, engagement, or satisfaction
• You have strong design sense, work well with designers, and are comfortable prototyping your own ideas with AI tools
• You write code and are comfortable committing to a production codebase, especially on the frontend
• You’ve worked on complicated, multi-step flows like onboarding, applications, or checkout, ideally in financial services
• You’ve built B2B2C or white-label products used by both businesses and their customers
• You make decisions with data. You run experiments, analyze funnels, and write SQL
• You’ve done user research with both consumers and professional users
• You’ve built 0-1 products in a regulated industry
• Nice to have: mortgage, lending, or fintech experience

We don’t expect you to be a mortgage expert on day 1. Over time, though, you’ll need to become one of the most trusted mortgage experts on the team to do this job well.

Must live in or be willing to relocate to Palo Alto (CA) or New York City.