Senior Product Manager, Work Discovery

Zillow

7d • Remote

About The Position

About the team 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. About the role As Senior Product Manager, Work Discovery, you will own how operational work is defined, surfaced, prioritized, and completed across the workforce throughout the ZHL mortgage lifecycle. At its core, this role is about turning complex operational processes into repeatable, system‑orchestrated workflows that reliably move borrowers from first contact through funded loan. Your goal is to ensure that, at any point in time, an operator can open their tools and immediately understand the most important actions they need to take, why those actions matter, and how to complete them efficiently. By systematizing work in this way, you enable ZHL to flex how and where work is performed—allowing discrete units of work to be completed by different operator roles, flexible labor pools, or automated systems—while maintaining consistent service levels and cost efficiency. This role sits on the Mortgage Operating System and Engagement team and is the product owner of work discovery patterns across ZHL. While other teams own underlying platforms (e.g., task and workflow engines, routing and capacity platforms, mortgage‑specific point solutions), you own how those capabilities are assembled into a cohesive, end‑to‑end operator experience. Success in this role means operators consistently know what to do next and why, operational processes are more consistent and observable across ZHL, and borrower journeys progress more reliably—enabling ZHL to scale efficiently while delivering consistently high‑quality customer and partner experiences.

Requirements

• A senior product manager with 5+ years of product management experience, ideally building internal tools, workflow products, or platforms for operationally complex organizations, or equivalent experience.
• You bring clarity and structure to ambiguous problem spaces and are comfortable defining patterns where none previously existed.
• A strong systems thinker who can decompose complex, multi‑role processes into streamlined, elegant workflows without losing sight of end‑to‑end outcomes, and who has a demonstrated ability to translate business goals and processes into concrete system designs and shipped outcomes.
• Experienced working closely with Operations teams (e.g., Sales, Support, Production), with a strong understanding of how systems shape day‑to‑day execution, and deeply empathetic to operators and customers, seeing how internal tools, human behavior, and customer experience are tightly linked.
• Forward‑looking about how work can evolve over time, designing systems that can progressively shift work between humans, flexible labor pools, and AI‑assisted or automated execution as capabilities mature.
• Strongly analytical and data‑driven, using data to evaluate system behavior, identify bottlenecks, and improve results.
• Pragmatic and execution‑oriented, with a bias toward shipping durable solutions that work in real-world operational environments.
• Skilled at navigating cross‑functional complexity and aligning diverse stakeholders around clear decisions, trade‑offs, and priorities, and disciplined about ownership and accountability so shared work moves forward with clear direction.

Nice To Haves

• experience in one or more of the following—operating in highly regulated environments (e.g., mortgage, finance, healthcare); working with queue‑based, SLA‑driven, or workflow‑oriented systems; integrating AI‑assisted execution into business processes or operational workflows; or working with identity, access controls, and permissioning in complex operational systems.

Responsibilities

• Define and own work discovery across the business: how operational work is generated, surfaced, prioritized, and tracked for different ZHL roles throughout the mortgage lifecycle.
• Design systems that break down complex, multi‑step business processes into clear, actionable, role‑specific units of work, enabling that work to be completed by different operator roles, flexible labor pools, or automated systems—while maintaining an end‑to‑end view of borrower progression.
• Ensure operator actions are explicitly captured in‑system, enabling consistent advancement of borrowers through defined milestones and improved visibility into process execution.
• Partner closely with Sales, Fulfillment, and Business Operations leaders to define excellent operational models and encode them into scalable system designs.
• Collaborate with platform product teams (tasks and workflow, routing and capacity, identity and access) to ensure their capabilities support work discovery needs, identifying gaps and driving prioritization of enhancements.
• Drive strong adoption by designing systems that meaningfully change operator behavior, reduce cognitive load, and make the right actions the easiest actions.
• Navigate legacy tooling, system migrations, and regulatory constraints to deliver compliant, secure, and durable solutions that create a foundation for increased automation and AI‑assisted execution over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed