About the team

The Processing Enablement Manager at Zillow Home Loans (ZHL) builds and sustains a high-performing mortgage processing organization by leading onboarding, delivering ongoing training and upskilling programs, and partnering closely with processing leadership to drive continuous improvement in loan flow, efficiency, and quality.

This role blends deep mortgage processing expertise with strong enablement, facilitation, and change management skills — ensuring ZHL processors are empowered to deliver a seamless, borrower-first experience that meets all compliance and operational standards.

About the role

• Own new-hire onboarding for ZHL processors, creating structured learning paths that accelerate time-to-proficiency across Conventional, FHA, and VA products while reinforcing ZHL’s workflows, customer experience standards, and documentation requirements.
   

• Design and deliver ongoing training for existing team members, including live facilitation, microlearning, e-learning modules, and scenario-based workshops focused on pipeline management, condition gathering, documentation accuracy, and communication best practices.
   

• Develop, maintain, and govern curriculum and enablement materials (SOPs, job aids, checklists, playbooks, reference guides) to ensure all processing content remains current with agency updates, investor overlays, and ZHL internal policies.
   

• Lead process calibration and quality initiatives, such as file review roundtables, processing best practice sessions, and feedback loops to ensure consistency, reduce cycle times, and minimize suspense or rework.
   

• Partner with underwriting, sales, and operations leaders to identify process gaps, improve cross-functional communication, and streamline workflows from loan submission through final approval.
   

• Provide floor support and coaching, serving as a subject matter expert for complex processing scenarios — including income and asset documentation, verification procedures, appraisal coordination, and third-party communication.
   

• Foster a culture of continuous learning and improvement, maintaining strong feedback channels with ZHL processing leadership, team leads, and front-line processors.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $109,000.00 - $174,000.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $103,500.00 - $165,300.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• 8+ years’ experience in mortgage processing, pipeline management, or operations, including deep knowledge of Conventional, FHA, and VA loan requirements.
   

• Proven experience in training, coaching, or enablement, with a strong grasp of adult learning principles and the ability to translate complex guidelines into practical, engaging content for ZHL audiences.
   

• Expert understanding of loan processing workflows, documentation standards, and agency/investor guidelines (Fannie Mae, Freddie Mac, HUD 4000.1, VA Lenders Handbook, MI overlays).
   

• Proficiency in AUS and LOS systems (e.g., DU, LPA, Encompass or equivalent), plus strong Excel/reporting skills to analyze efficiency, quality, and adoption metrics.
   

• Exceptional communication and stakeholder management skills, with the ability to influence and collaborate across underwriting, sales, and operations in a dynamic, distributed environment.
   

• Process and documentation excellence, including writing SOPs, building scalable enablement programs, and maintaining version-controlled learning assets.
   

Preferred qualifications

• Prior experience as a Processing Team Lead, Trainer, or Enablement Leader in mortgage operations.
   

• Background in quality control, operations support, or loan production management.
   

• Familiarity with change management frameworks and data-driven performance improvement.
   

• Experience supporting remote or geographically distributed processing teams.
   

How success is measured

• Time-to-proficiency for new processing hires.
   

• Reduction in loan cycle times, suspense frequency, and rework due to documentation errors.
   

• Adoption and impact of training and enablement programs (measured through engagement and learner feedback).
   

• Consistency and accuracy in processing workflows and documentation.
   

• Quality improvements tied to targeted enablement and calibration initiatives.
   

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.