About the role

Role Overview

As Senior Product Manager, Work Discovery at Zillow Home Loans (ZHL), you will own how operational work is defined, surfaced, prioritized, and completed across the workforce throughout the ZHL mortgage lifecycle. You will transform complex operational processes into repeatable, system-orchestrated workflows so operators always know what to do next, why it matters, and how to complete it efficiently.

This role is on the Mortgage Operating System and Engagement team and is the product owner of work discovery patterns across ZHL.

Responsibilities

Define and own work discovery across the business:
- How operational work is generated, surfaced, prioritized, and tracked for different ZHL roles across the mortgage lifecycle.
Design work discovery systems and patterns that:
- Break down complex multi-step processes into clear, actionable, role-specific units of work.
- Provide an end-to-end view of borrower progression.
- Enable work to be completed by different operator roles, flexible labor pools, or automated systems.
Ensure in-system capture of operator actions to:
- Advance borrowers through defined milestones.
- Improve visibility into process execution.
Partner with leaders (Sales, Fulfillment, Business Operations) to define excellent operational models and encode them into scalable system designs.
Collaborate with platform product teams (tasks/workflow, routing/capacity, identity/access) to:
- Ensure capabilities support work discovery needs.
- Identify gaps and drive prioritization of enhancements.
Drive adoption by designing systems that meaningfully change operator behavior and reduce cognitive load.
Deliver compliant and durable solutions while navigating:
- Legacy tooling and system migrations
- Regulatory constraints
- A path toward increased automation and AI-assisted execution over time.

Requirements

The posting provides strong role scope but does not specify explicit years of experience or technical requirements.

Nice-to-Haves

Experience operating in environments with legacy tooling, migrations, and regulatory constraints.
Ability to design workflows/patterns that enable automation and AI-assisted execution.

About Zillow

Zillow (ZHL) is focused on delivering a home financing journey that makes it easier, more transparent, and more confidence-building for consumers. The Zillow Home Loans product team reimagines mortgage financing by integrating it into the Zillow experience and building scalable systems that empower operators throughout the mortgage lifecycle.