Lead Product Manager, Customer Experience

Pylon•New York, NY

About The Position

Pylon is hiring a Lead Product Manager to own Customer Experience across the borrower application, borrower dashboard, and loan officer experience. The role sets the direction and roadmap for these products, aligning product, design, and engineering while helping the team grow. The goal is to make getting a mortgage easier by keeping borrowers informed about status and next steps and enabling loan officers to focus on helping borrowers. The Lead Product Manager will build clear, configurable, and brandable experiences for customers, improve the loan application and loan lifecycle, and own the funnel and its performance. The role also involves building compliance into the experience, working closely with design and engineering, writing and shipping code, partnering with the Agent Platform team on useful AI applications, and supporting customers alongside GTM and Account Management. The position requires strong ownership, prioritization, customer focus, comfort with regulated markets, and a willingness to learn mortgage deeply. Candidates must live in or be willing to relocate to Palo Alto, California, or New York City.

Requirements

At least 4 years as a product manager on customer-facing products.
Experience owning and scaling consumer or end-user products that improved conversion, engagement, or satisfaction.
Strong design sense, ability to work well with designers, and comfort prototyping ideas with AI tools.
Ability to write code and commit to a production codebase, especially on the frontend.
Experience with complicated, multi-step flows such as onboarding, applications, or checkout; financial services experience is preferred in this requirement.
Experience building B2B2C or white-label products used by businesses and their customers.
Data-driven decision-making, including running experiments, analyzing funnels, and writing SQL.
Experience conducting user research with consumers and professional users.
Experience building 0-to-1 products in a regulated industry.
Must live in or be willing to relocate to Palo Alto, California, or New York City.

Nice To Haves

Mortgage, lending, or fintech experience.

Responsibilities

Set the direction for borrower and loan officer experiences and align product, design, and engineering around it.
Help grow the team as it scales.
Own the roadmap for the borrower application, borrower dashboard, and loan officer experience.
Build an application that minimizes questions, automatically fills available information, and helps borrowers reach a decision faster.
Keep borrowers informed throughout the loan process with status, next steps, outstanding items, documents, disclosures, and closing information.
Design the loan officer experience around pipeline management, borrower communication, pricing scenarios, and issue resolution.
Make experiences configurable and brandable for customers.
Own and improve funnel metrics, including conversion, drop-off, time to submit, time to close, and satisfaction, through experiments.
Build compliance into the experience, including disclosures, consent, adverse action notices, and accessibility.
Work closely with design and engineering to maintain high standards for quality, speed, and reliability across web and mobile.
Write and ship code, commit to the codebase, prototype ideas in real code, and handle small fixes directly.
Work with the Agent Platform team to apply AI where it helps borrowers and loan officers.
Work with GTM and Account Management to support deals and customer success.
Use AI in day-to-day work.