Principal Product Manager, Mortgage Operating System

Zillow

1d•Remote

About The Position

At Zillow, we believe home should be more than just a dream. Our purpose is to make home a reality for more and more people. The Zillow Home Loans (ZHL) Product team is focused on delivering a home financing journey that gives consumers more confidence, transparency, and ease than they can find anywhere else, in a way that is both scalable and profitable. We are reimagining the financing process by integrating it into the Zillow experience used by millions of Americans, connecting it into agent tools and technology, and building systems that empower our operators to deliver consistently at the highest standards. We are a product team with a strong mix of domain expertise and product craft. We partner closely with Engineering, AI, Design and Research, Marketing, and Operations to bring holistic experience innovation to market quickly and to redefine what’s possible in home finance. As Principal Product Manager, Mortgage Operating System, you will define the vision and strategy for a unified platform that helps Zillow Home Loans teams manage work across the mortgage lifecycle. You’ll lead a high-impact transformation that brings together fragmented tools, improves how operational work is prioritized and completed, and creates the foundation for thoughtful human and AI collaboration. The role entails leading three interconnected programs simultaneously: Building the OS — a role-adaptive operational system that consolidates CRM, production, and communication capabilities into one platform. Migrating operators onto the new platform — a multi-quarter program to move all operational roles out of legacy tooling and into the new OS with minimal disruption, including sequencing the migration, managing data integrity, rerouting integrations, and coordinating behavior change while the business continues to run. Laying the foundation for intelligent, agentic workflows — designing the OS so emerging AI capabilities such as automated workflow execution, intelligent co-pilots, and voice agents can plug in and take real action. That means structured task states, rich decision context, actor-attributed action history, and clean handoff patterns between humans and automated systems. This role offers the opportunity to shape how teams work today while building for the future of intelligent, scalable operations.

Requirements

You have 8+ years of product management experience, with significant experience building internal platforms, workflow tools, or systems for operationally complex organizations.
You have demonstrated success leading large, cross-functional programs across multiple engineering teams and organizational boundaries, including system migrations, platform consolidation, or transitioning organizations onto new operational platforms at scale.
A systems thinker first. You hold the full architecture in your head — data, orchestration, and experience — and design systems with feedback loops, evaluation frameworks, and continuous learning built in, not as afterthoughts.
You have strong technical fluency with AI and agentic systems and understand concepts such as LLMs, RAG, and key architectural tradeoffs well enough to be a credible thought partner to Engineering and AI teams. You don’t need to build models, but you do need to reason about what the platform must get right for intelligent workflows to work well.
Deeply curious about emergent technology and agentic systems. You stay close to what’s becoming possible — including co-pilots, intelligent automation, and voice experiences — and can reason about how to apply these capabilities in real operational workflows.
You have experience working closely with Operations teams such as Sales, Support, and Production, and understand how systems shape execution and how behavior change can be driven through product and workflow design.
A strong evaluator. You define clear metrics, build evaluation frameworks, and use data to measure system performance and AI-powered outcomes, including in areas where traditional metrics may not fully capture quality.

Nice To Haves

Hands-on experience building with or evaluating agentic AI systems, co-pilots, or intelligent automation within operational workflows is a plus.
Experience in mortgage, fintech, real estate, or other regulated industries is also a plus.
Experience with workflow orchestration, task platforms, or queue-based operational systems at scale, along with familiarity with AI-specific UX patterns like trust calibration, uncertainty communication, and graceful fallbacks, is a plus.
Familiarity with identity, access controls, and permissioning in complex multi-role systems is a plus.

Responsibilities

Own the vision, strategy, and roadmap for Zillow Home Loans’ Mortgage Operating System, a unified platform that replaces fragmented tools with a single operational workspace across the mortgage lifecycle.
Lead the migration from legacy systems to the new platform, including sequencing, change management, integration updates, and business continuity planning.
Define how operational work is created, surfaced, prioritized, and tracked across workflows for both people and automated systems.
Build the platform foundation that gives operators and intelligent systems the context they need to act effectively, including workflow state, decision context, and action history.
Identify opportunities to introduce intelligent automation and agentic workflows that improve speed, quality, and consistency across operations.
Shape effective human and AI collaboration patterns, including trust, oversight, and reliable handoffs between people and automated systems.
Partner across Sales, Support, Production, Operations, Engineering, AI, Design, and other product teams to translate operational models into scalable workflows and align on shared platform decisions.
Use data, operator feedback, and operational signals to evaluate system performance, identify friction, and continuously improve the platform over time.