Lead Product Manager, Customer Experience

Pylon | Financial Technology

2h 25m ago

On-site

Full Time

Lead

Canada, United States of America

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, including disclosures, consent, adverse action notices, and accessibility, while keeping things clear for the people using it
Work closely with design and engineering and hold a high bar for quality, speed, and reliability on web and mobile
Write and ship code yourself. You’ll commit to our codebase, prototype ideas in real code, and fix the small things yourself instead of filing tickets for them
Work with the Agent Platform team to bring AI into the experience where it actually helps borrowers and loan officers
Work with GTM and Account Management to support deals and make sure customers succeed
Use AI in your day-to-day work

About you

You have strong opinions and you’ll defend them. We argue about decisions a lot here, and we’ll ask you to explain your thinking and stand behind it. We also expect you to change your mind when someone shows you you’re wrong.
You’re ruthless about priorities. Every customer has a feature request and every screen could be better. You focus on what improves the experience most, and you’re comfortable saying no to good ideas that come at the wrong time.
You’re comfortable in a heavily regulated market. Compliance is non-negotiable for us. We work with regulators to push the industry forward and get better outcomes for borrowers. We play by the rules, and we play to win.
You care a lot about borrowers, loan officers, and the lenders who serve them, and you hold a high bar for them. You notice the small things 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.

Required Skills

sql

Required Languages

🇬🇧 English

About the role

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, including disclosures, consent, adverse action notices, and accessibility, while keeping things clear for the people using it

Work closely with design and engineering and hold a high bar for quality, speed, and reliability on web and mobile

Write and ship code yourself. You’ll commit to our codebase, prototype ideas in real code, and fix the small things yourself instead of filing tickets for them

Work with the Agent Platform team to bring AI into the experience where it actually helps borrowers and loan officers

Work with GTM and Account Management to support deals and make sure customers succeed

Use AI in your day-to-day work

About you

You have strong opinions and you’ll defend them. We argue about decisions a lot here, and we’ll ask you to explain your thinking and stand behind it. We also expect you to change your mind when someone shows you you’re wrong.

You’re ruthless about priorities. Every customer has a feature request and every screen could be better. You focus on what improves the experience most, and you’re comfortable saying no to good ideas that come at the wrong time.

You’re comfortable in a heavily regulated market. Compliance is non-negotiable for us. We work with regulators to push the industry forward and get better outcomes for borrowers. We play by the rules, and we play to win.

You care a lot about borrowers, loan officers, and the lenders who serve them, and you hold a high bar for them. You notice the small things 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.