Processing Enablement Manager

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.

• 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 round tables, 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 $ - $ 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 $ - $ 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.

• 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.

• Prior experience as…