Enterprise Support Specialist

Pagaya•Atlanta, GA

1d•Onsite

About The Position

This role serves as Pagaya’s on-site execution and operational lead embedded with Ally’s origination operations teams. Based in Dallas, TX or Atlanta, GA, the Enterprise Support Specialist will deliver a world-class dealer experience by acting as the real-time product, risk, and operational bridge between Ally’s underwriting and funding teams and Pagaya’s headquarters. This individual will own day-to-day deal-level execution, exception workflows, and friction resolution, while providing Pagaya with direct, real-time product and dealer feedback to continuously improve product-market fit. This is a highly visible, hands-on role critical to the success and scalability of the Pagaya–Ally auto partnership.

Requirements

5+ years of experience in auto finance operations, underwriting, risk, or dealer-facing roles
Direct experience working with auto dealers and underwriting or funding teams (indirect lending experience strongly preferred)
Strong understanding of auto credit, exceptions, stipulations, funding workflows, and dealer dynamics
Proven ability to operate in a fast-paced, high-volume environment with real-time decision-making responsibility
Exceptional problem-solving skills with the ability to diagnose root causes across product, data, and operations
Strong communication skills and comfort managing complex, sometimes escalated conversations
Highly organized, detail-oriented, and able to manage multiple workstreams simultaneously
Comfortable working cross-functionally with product, risk, operations, and technology teams across geographies

Responsibilities

Serve as the primary feedback conduit between Ally underwriting teams, Ally field teams, dealers, and Pagaya HQ
Gather and synthesize direct dealer and underwriter feedback to refine Pagaya’s product offering, approval logic, and operational workflows
Conduct win/loss and lost-deal analysis for priority segments to understand take rate, friction points, and competitive gaps
Translate insights into actionable product enhancements to drive higher conversion and an improved dealer experience
Review and decide dealer and Ally underwriter exception requests that fall outside automated approvals (e.g., LTV deviations, PTI buffers, pricing adjustments)
Review daily AT files to identify failed loans, confirm prior exception approvals, and investigate root causes for unexpected declines
Engage directly with Ally stakeholders to resolve deal-level issues quickly and accurately
Act as primary administrator for the Pagaya Exceptions Request Portal
Manage Ally user access requests (add/remove/modify) across Pagaya systems
Serve as first-line support for Ally staff encountering system issues, login errors, or API timeouts
Provide secondary review support for complex stipulations, ensuring alignment between Ally’s interpretations and Pagaya’s risk appetite
Investigate funding delays and backlog issues to determine whether blockers are data-related, systemic, or operational
Partner with Ally funding teams to monitor first-payment default and fraud cases, conduct root cause analysis, and recommend process or product enhancements
Support enforcement of dealer compliance and risk controls
Deliver on-floor coaching, ad-hoc support, and formal training sessions for Ally Buying Center staff
Educate teams on best practices for submitting and managing exception requests to improve turnaround times and execution quality
Create a continuous feedback loop between Ally operations and Pagaya product, risk, and engineering teams