Processing Enablement Manager

Zillow

20h • Remote

About The Position

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. This role blends deep mortgage processing expertise with strong enablement, facilitation, and change management skills — ensuring ZHL processors are empowered to deliver a seamless, borrower-first experience that meets all compliance and operational standards.

Requirements

• 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.

Nice To Haves

• Prior experience as a Processing Team Lead, Trainer, or Enablement Leader in mortgage operations.
• Background in quality control, operations support, or loan production management.
• Familiarity with change management frameworks and data-driven performance improvement.
• Experience supporting remote or geographically distributed processing teams.

Responsibilities

• 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 roundtables, 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees