Lead Product Manager, Customer Experience

About this role

Lead the customer experience product area for Pylon’s mortgage platform, spanning borrower applications and dashboards as well as loan officer tools. Set the product direction and roadmap, improving the mortgage process through clear, configurable experiences, faster decisions, and less manual work.

About the company

Pylon is a B2B customer support and success platform built for SaaS teams. It helps companies manage customer conversations, SLAs, and account workflows in one place.

What you'll do

• Set the direction and own the roadmap for borrower and loan officer experiences.
• Improve the application funnel, borrower updates, and time to submit and close.
• Build configurable, white-label experiences for customers.
• Use experiments and funnel data to improve conversion, engagement, and satisfaction.
• Ensure experiences meet compliance and accessibility requirements.
• Prototype and commit code to the production codebase, especially on the frontend.
• Partner with design, engineering, the Agent Platform team, GTM, and Account Management.

What we're looking for

• 4+ years of product management experience on customer-facing products.
• Experience scaling consumer or end-user products and improving measurable outcomes.
• Strong design sense and ability to prototype using AI tools.
• Comfortable writing code and committing to a production codebase.
• Experience with complex, multi-step flows such as onboarding, applications, or checkout.
• Experience building B2B2C or white-label products.
• Data-driven decision-making, including experiments, funnel analysis, and SQL.
• Experience with consumer and professional-user research and 0-to-1 products in regulated industries.

Nice to have

• Mortgage, lending, or fintech experience.