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 8+ 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:
- Lead Polly’s investor operations audit team to both coach and develop the team and build efficient and scalable processes.
- Manage & build exceptional customer, investor relationships, and internal relationships.
- Direct and oversee all aspects of the investor customer audit process, instilling a culture of quality, excellence, and clear line of sight to organizational opportunities.
- Partner cross functionally with Quality, Product, and Support teams to both manage investor relationships, highlight future opportunities, and solve for real-time issues.
- Continuously improve the end-to-end investor journey by building processes and systems that empower the team to work efficiently and effectively.
- Proactively manage and analyze customer feedback that translates into actions that improve and enhance the experience internally and externally.
- Maintain efficiency in our staffing models and proactively manage for future needs.
- Act as the voice of the customers and advocate for their needs.
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
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
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.
