Senior Product Manager

About Zillow Home Loans (ZHL)

At Zillow, our purpose is to make home a reality for more and more people. The Zillow Home Loans (ZHL) Product team focuses on delivering a confident, transparent, and easy home financing journey. We are reimagining the financing process by integrating it into the Zillow experience, connecting it into agent tools, and building systems to empower our operators.

We are a product team blending domain expertise and product craft, partnering closely with Engineering, AI, Design and Research, Marketing, and Operations to bring holistic experience innovation to market quickly and redefine home finance possibilities.

About the Senior Product Manager Role

As Senior Product Manager, you will own how operational work is defined, surfaced, prioritized, and completed across the ZHL mortgage lifecycle. This role is fundamentally about transforming complex operational processes into repeatable, system-orchestrated workflows that reliably guide borrowers from initial contact through funded loan.

Your primary goal is to ensure operators can instantly understand their most important actions, why they matter, and how to complete them efficiently. By systematizing work, you enable ZHL to flexibly manage how and where work is performed—allowing tasks to be completed by different operator roles, flexible labor pools, or automated systems—while maintaining consistent service levels and cost efficiency.

This role is part of the Mortgage Operating System and Engagement team, serving as the product owner of work discovery patterns across ZHL. While other teams manage underlying platforms (e.g., task/workflow engines, routing/capacity platforms), you will integrate these capabilities into a cohesive, end-to-end operator experience.

Success involves operators consistently knowing their next steps, more consistent and observable operational processes, and reliable borrower journey progression, enabling ZHL to scale efficiently while delivering high-quality customer and partner experiences.

What You Will Get To Do

• Define and own work discovery across the business: how operational work is generated, surfaced, prioritized, and tracked for different ZHL roles throughout the mortgage lifecycle.
• Design systems that break down complex, multi-step business processes into clear, actionable, role-specific units of work, enabling that work to be completed by different operator roles, flexible labor pools, or automated systems—while maintaining an end-to-end view of borrower progression.
• Ensure operator actions are explicitly captured in-system, enabling consistent advancement of borrowers through defined milestones and improved visibility into process execution.
• Partner closely with Sales, Fulfillment, and Business Operations leaders to define excellent operational models and encode them into scalable system designs.
• Collaborate with platform product teams (tasks and workflow, routing and capacity, identity and access) to ensure their capabilities support work discovery needs, identifying gaps and driving prioritization of enhancements.
• Drive strong adoption by designing systems that meaningfully change operator behavior, reduce cognitive load, and make the right actions the easiest actions.
• Navigate legacy tooling, system migrations, and regulatory constraints to deliver compliant, secure, and durable solutions that create a foundation for increased automation and AI-assisted execution over time.

Who You Are

• A senior product manager with 5+ years of product management experience, ideally building internal tools, workflow products, or platforms for operationally complex organizations, or equivalent experience.
• You bring clarity and structure to ambiguous problem spaces and are comfortable defining patterns where none previously existed.
• A strong systems thinker capable of decomposing complex, multi-role processes into streamlined, elegant workflows, maintaining focus on end-to-end outcomes.
• Demonstrated ability to translate business goals and processes into concrete system designs and shipped outcomes.
• Experienced working closely with Operations teams (e.g., Sales, Support, Production), with a strong understanding of how systems shape day-to-day execution.
• Deeply empathetic to operators and customers, recognizing the tight link between internal tools, human behavior, and customer experience.
• Forward-looking about work evolution, designing systems to progressively shift tasks between humans, flexible labor pools, and AI-assisted or automated execution as capabilities mature.
• Strongly analytical and data-driven, utilizing data to evaluate system behavior, identify bottlenecks, and improve results.
• Pragmatic and execution-oriented, with a bias toward shipping durable solutions in real-world operational environments.
• Skilled at navigating cross-functional complexity and aligning diverse stakeholders around clear decisions, trade-offs, and priorities.
• Disciplined about ownership and accountability to ensure shared work progresses with clear direction.

Nice to have: experience in one or more of the following—operating in highly regulated environments (e.g., mortgage, finance, healthcare); working with queue-based, SLA-driven, or workflow-oriented systems; integrating AI-assisted execution into business processes or operational workflows; or working with identity, access controls, and permissioning in complex operational systems.

Zillow values candidates with non-traditional backgrounds and encourages applying if you have transferable skills or related experiences.

Key skills/competency

• Product Management
• Workflow Design
• Operational Systems
• Process Automation
• Stakeholder Alignment
• Systems Thinking
• Data-Driven Decision Making
• Regulatory Compliance
• AI-Assisted Workflow
• Internal Tools Development