Manager, Trailing Documents

About the team

The Post Closing team at Zillow Home Loans is a collaborative, high-performing group dedicated to delivering outstanding service and operational excellence throughout the mortgage lending process. Team members work closely together, sharing knowledge and supporting one another to achieve shared goals. We cultivate a respectful, inclusive, and solution-focused environment, making our workplace both productive and rewarding. As part of this team, your contributions are recognized and celebrated, and you’ll help uphold our reputation as a leader in post-closing operations.

As Manager, Trailing Documents, you will lead the team responsible for securing, reviewing, and delivering all final mortgage documents with precision and efficiency. You will oversee the timely delivery of recorded documents, final title policies, mortgage insurance certificates, and other required trailing documents, ensuring full compliance with investor, regulatory, and company standards. This role requires a commitment to operational excellence, strong organizational and communication skills, and a deep understanding of mortgage operations and post-closing procedures.

You will be expected to model Zillow’s core values in every aspect of your work.

Provide leadership, direction, and performance management to a team responsible for obtaining, reviewing, tracking, and delivering trailing documents, including recorded documents, final title policies, and mortgage insurance certificates.

• Develop and execute strategies to optimize team performance, streamline workflows, and enhance operational efficiency in alignment with organizational goals.
• Oversee resource planning, workload allocation, and prioritization to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded.
• Monitor and ensure compliance with investor, agency, and regulatory requirements related to final documents, proactively identifying and mitigating operational risks.
• Foster cross-functional collaboration with internal teams (Closing, Post-Closing, Servicing) and external partners (title companies, county recorders, investors) to resolve document deficiencies and exceptions.
• Track and report on key performance indicators (KPIs), including document delivery timelines, defect rates, and productivity.
• Analyze data and trends to identify process gaps, implement best practices, and drive continuous improvement initiatives.
• Maintain up-to-date knowledge of industry regulations, investor guidelines, and best practices related to mortgage documentation.
• Lead the team through change management, ensuring adoption of new processes, technologies, and regulatory requirements.
• Manage escalations and complex issues, providing guidance and solutions to team members and stakeholders.
• Support internal and external audits, quality control reviews, and regulatory examinations by providing documentation and responding to findings.
• Recruit, onboard, develop, and retain talent, fostering a high-performance culture of accountability, engagement, and professional growth.
• Communicate team performance, risks, and opportunities to senior leadership, providing recommendations for process or policy enhancements.

• 5+ years of experience in mortgage operations, with at least 2 years in a supervisory or management role.
• In-depth knowledge of mortgage closing, post-closing, and final document processes.
• Familiarity with investor and agency guidelines related to lien position, mortgage insurance requirements and processes, and trailing documentation (Fannie Mae, Freddie Mac, FHA, VA, etc.). Experience with Ginnie Mae Final Certification preferred.
• Strong understanding of regulatory requirements impacting mortgage documentation.
• Experience working with loan origination systems (LOS) and document management platforms.
• Demonstrated experience creating, documenting, and maintaining operational processes and procedures.
• Proven ability to drive process improvement, manage change, and deliver results in a dynamic environment.
• Ability to collaborate across teams and lead cross-functional initiatives to resolve operational…