Polly

Operations

• Lead Polly’s investor operations audit team to coach, develop the team, and build efficient and scalable processes
• Manage and build exceptional customer, investor, and internal relationships
• Direct and oversee all aspects of the investor customer audit process, instilling a culture of quality and excellence
• Partner cross-functionally with Quality, Product, and Support to manage investor relationships and solve real-time issues
• Continuously improve the end-to-end investor journey by building processes and systems that empower the team
• Proactively manage and analyze customer feedback and translate into actionable improvements
• Maintain efficiency in staffing models and proactively manage for future needs
• Act as the voice of the customers and advocate for their needs

Investor Operations Leader

Implementation Specialist

• Own complex customer implementations from kickoff through go-live, leading delivery and execution across all stages of the onboarding lifecycle
• Serve as a trusted advisor to customers, guiding them through platform capabilities, best practices, and strategic configurations aligned with their business needs
• Independently manage multiple high-impact customer projects with competing timelines and stakeholders
• Lead customer discovery sessions, synthesize findings, and design implementation plans tailored to each customer’s workflows and goals
• Partner cross-functionally with Sales, Product, Engineering, and Customer Success to ensure a seamless customer onboarding experience
• Identify and resolve roadblocks quickly, using data and insights to communicate risks, surface tradeoffs, and mitigate issues
• Create and maintain implementation assets (templates, documentation, best practice guides) that support scalability
• Mentor and support junior team members during onboarding and delivery efforts

Implementation Consultant, API Integration

Implementation Consultant – Change Management, Delivery

• You have 5+ years of underwriting experience and will impact customer experience at a mortgage capital markets SaaS
• Daily review of emails from investors for guideline eligibility and ratesheet LLPA changes
• Daily review of internal comparison emails for LLPA changes
• Daily input of Spec Payup LLPAs for existing investors
• Add new products for existing investors as announced
• Troubleshoot escalated customer support tickets and audit existing investors for content accuracy (eligibility and/or LLPAs)

Investor Operations Specialist

System Administrator

• Who you are: 5+ years of GTM Systems experience, excited to work in a hyper-growth, fast-paced SaaS company impacting customer experience.
• Serve as the primary administrator for core CRM and GTM systems (Salesforce Sales Cloud & Service Cloud).
• Manage and optimize the GTM tech stack: user access, roles, permissions, integrations, workflows, and automation to support lead management and customer lifecycle.
• Develop and maintain dashboards, reports, and analytics to deliver actionable insights and troubleshoot system issues.
• Translate business needs into scalable system solutions and partner cross-functionally with RevOps, Sales, Marketing, and CS.
• Support tool evaluations, technology rollouts, change management, training, and documentation for Sales, Marketing, and Customer Success.

Investor Operations Leader

Implementation Consultant, API Integration

Implementation Consultant – Change Management, Delivery

Investor Operations Specialist

Systems Administrator, GTM