Mortgage Operations Specialist

About the team

Getting a mortgage is often the most complex and intimidating part of buying a home. At Zillow Group, we believe home should be more than just a dream, and that means removing friction, confusion, and barriers wherever we can.

On the Zillow Mortgages team, we build experiences that help people move from imagining what’s possible to confidently taking the next step. Our platform educates and empowers buyers early in their home‑buying or refinancing journey, then connects them with trusted lending partners, including Zillow Home Loans and hundreds of lenders across our advertising network, when they’re ready to move forward. Behind every smooth borrower experience is a strong operational foundation.

That’s where this team, and this role, comes in.

As Mortgage Operations Specialist, you will design and evolve the operational systems, automation frameworks, and performance infrastructure that support Zillow’s Mortgage Marketplace sales organization. This role operates at the intersection of systems design, data intelligence, and sales enablement. You will independently identify opportunities to modernize workflows, standardize data, introduce automation, and embed actionable insights into daily operations.

This role is responsible for developing scalable solutions, determining implementation approaches, and exercising independent judgment in evaluating system enhancements, workflow changes, and operational priorities that directly influence sales performance and marketplace execution. Success is defined by measurable improvements in efficiency, visibility, automation adoption, and execution rigor across ZGMI.

• Design and optimize scalable operational workflows that improve visibility, efficiency, and execution across the mortgage marketplace
• Build and enhance intelligence frameworks and dashboards that translate marketplace data into actionable insights for Sales and leadership
• Analyze sales productivity, goal attainment, and funnel performance metrics to identify execution gaps and performance lift opportunities
• Maintain and enhance sales force automation systems (e.g., CRM configurations, workflow rules, tracking structures) to strengthen accountability and operational rigor
• Identify and implement automation opportunities, including AI‑enabled solutions, to reduce manual effort and increase real‑time decision support
• Partner with Business Analytics to standardize data definitions and establish reliable, centralized sources of truth
• Drive cross‑functional adoption of operational improvements by translating insights into scalable process enhancements

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 $90,900.00 - $ 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 $86,300.00 - $ 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.

• You operate with strong independent judgment and take ownership of initiatives from concept through implementation
• You think in systems, identifying structural improvements rather than addressing surface‑level issues
• You proactively challenge inefficiencies and introduce scalable, technology‑driven solutions
• You translate complex operational data into…