Senior Product Manager, Work Discovery

Overview

As Senior Product Manager, Work Discovery at Zillow Home Loans, you will own how operational work is defined, surfaced, prioritized, and completed across the workforce throughout the mortgage lifecycle. This role sits on the Mortgage Operating System and Engagement team and focuses on turning complex operational processes into repeatable, system-orchestrated workflows that reliably move borrowers from first contact through funded loan.

Key Responsibilities

• 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
• Enable flexible execution by ensuring work can 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 teams (tasks and workflow, routing and capacity, identity and access) to ensure their capabilities support work discovery needs
• Drive adoption by designing systems that meaningfully change operator behavior, reduce cognitive load, and make the right actions the easiest actions
• Navigate constraints including legacy tooling, system migrations, and regulatory requirements to deliver compliant, secure, and durable solutions

Success Metrics

• Operators consistently know what to do next and why
• Operational processes are more consistent and observable across ZHL
• Borrower journeys progress more reliably
• ZHL scales efficiently while delivering consistently high-quality customer and partner experiences