The Role
Lead the investor operations audit team, manage investor relationships, implement improvements in processes, and advocate for customer needs.
Summary Generated by Built In
Who you are:
You have 5+ years of a mix of customer, operations, and capital markets experience under your belt and are looking for your next challenge in a hyper-growth, fast-paced, industry disrupting, SaaS company. You are excited to work with emerging technologies and modern tech stack with a collaborative team, where you will have a direct impact on the customer and investor experience.
Does this sound like you? If so, keep reading and apply today!
What you’ll do:
- Oversee daily ticket assignments and ensure timely resolution of investor and customer requests
- Guide team members to follow all current policies, procedures, and quality control processes
- Identify gaps or inefficiencies in current workflows and recommend improvements to management
- Partner with management to analyze error trends, identify root causes, and implement corrective actions
- Serve as a subject-matter expert in investor guidelines and translate those into rules within the pricing engine
- Review and back-test scripted rules to ensure guideline accuracy and consistency
- Communicate directly with investors for clarification when guidelines are unclear or contradictory
What you have:
- 5+ years of relevant capital markets or mortgage experience
- 3+ years leading investor operations, capital markets or underwriting teams
- Experience in mortgage non-agency and non-QM guidelines, pricing, or capital markets
- Excellent relationship management, team leadership and development, project management, and communication skills.
- Demonstrated ability to lead, collaborate and work effectively across internal teams and in a highly action oriented and collaborative organization.
- Strong technical skillset; experience with a high growth firm.
- History of establishing best practices and building teams.
- A passion for customers and service delivery.
- A hands-on approach and willingness to dive into the details and lead the team by example.
Why join Polly?
- We are attacking a trillion-dollar market with gross inefficiencies and seeking to transform the way an entire industry operates
- We have an experienced leadership team that previously built large and impactful platforms
- Outstanding opportunity for professional growth and upward mobility
- Direct engagement with the decision makers and senior business leaders
- Competitive salaries
- 100% paid medical/vision/dental/disability/life insurance
- Flexible PTO
- Remote environment
Let's get to know each other.
Polly has pioneered the next generation of mortgage capital markets technology with its cutting-edge, data-driven platform. Its enterprise-grade solutions, including the industry's only cloud-native, commercially scalable product, pricing, and eligibility (PPE) engine and first-of-its-kind Polly/™ AI platform, empower the nation's top banks, credit unions, and mortgage lenders to increase profitability, automate workflows, and revolutionize the loan officer and broker experiences. As a mortgage technology trailblazer, Polly is committed to driving meaningful value and ROI through best-in-class innovation that enables unlimited configurability, flexibility, granularity, and scalability. Polly was founded by a seasoned team of mortgage capital markets and technology experts and is headquartered in San Francisco, California. Recognized as a pioneer in mortgage capital markets, as well as in culture and career development, Polly was named to Forbes' America's Best Startup Employers in 2025. This evaluation was based on three key criteria: Employer Reputation, Employee Satisfaction, and Company Growth.
To learn more, follow Polly on LinkedIn or visit www.polly.io. Polly is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, color, national origin, religion, sex, gender identity, sexual orientation, marital status, pregnancy status, disability status, veteran status, or any other legally protected status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Beware of recruitment scams impersonating the Polly brand or our employees. Our team communicates only through official Polly channels, and we will never ask for sensitive information over text or conduct text-only interviews. If you are ever suspicious or in doubt, reach out to us directly at [email protected]. We care deeply about this network and your experience.
Top Skills
Cloud-Native Technology
SaaS
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The Company
What We Do
The secondary market for mortgages accounts for over $1T in annual volume and impacts 20% of GDP. Yet, the pricing and loan trading of mortgages is still often done with antiquated technology, excel spreadsheets, phone calls, and physical paper. Billions of dollars are lost to inefficiency and mistakes.
Polly is transforming the mortgage industry with its modern, data-driven capital markets ecosystem that includes an advanced Product & Pricing Engine (PPE), Loan Trading Exchange, Analytics Platform, and Partner Platform. Our mission is to help capital markets and secondary teams operate smarter, more efficiently, and more profitably with best-in-class, end-to-end technology that is configured for each of our customers’ unique workflows and business needs.
Polly is based in San Francisco, California. Please visit www.polly.io to learn more.
