Mortgage Operations Specialist

About the teamGetting a mortgage is often the most complex and intimidating part of buying a home. At Zillow Group, we believe home should be more than just a dream, and that means removing friction, confusion, and barriers wherever we can.
On the Zillow Mortgages team, we build experiences that help people move from imagining what’s possible to confidently taking the next step. Our platform educates and empowers buyers early in their home-buying or refinancing journey, then connects them with trusted lending partners, including Zillow Home Loans and hundreds of lenders across our advertising network, when they’re ready to move forward. Behind every smooth borrower experience is a strong operational foundation. That’s where this team, and this role, comes in.

About the role

As Mortgage Operations Specialist, you will design and evolve the operational systems, automation frameworks, and performance infrastructure that support Zillow’s Mortgage Marketplace sales organization. This role operates at the intersection of systems design, data intelligence, and sales enablement. You will independently identify opportunities to modernize workflows, standardize data, introduce automation, and embed actionable insights into daily operations.

This role is responsible for developing scalable solutions, determining implementation approaches, and exercising independent judgment in evaluating system enhancements, workflow changes, and operational priorities that directly influence sales performance and marketplace execution. Success is defined by measurable improvements in efficiency, visibility, automation adoption, and execution rigor across ZGMI.

You Will Get To: 

• Design and optimize scalable operational workflows that improve visibility, efficiency, and execution across the mortgage marketplace

• Build and enhance intelligence frameworks and dashboards that translate marketplace data into actionable insights for Sales and leadership

• Analyze sales productivity, goal attainment, and funnel performance metrics to identify execution gaps and performance lift opportunities

• Maintain and enhance sales force automation systems (e.g., CRM configurations, workflow rules, tracking structures) to strengthen accountability and operational rigor

• Identify and implement automation opportunities, including AI-enabled solutions, to reduce manual effort and increase real-time decision support

• Partner with Business Analytics to standardize data definitions and establish reliable, centralized sources of truth

• Drive cross-functional adoption of operational improvements by translating insights into scalable process enhancements

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 $90,900.00 - $145,100.00 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 $86,300.00 - $137,900.00 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.

Who you are

• You operate with strong independent judgment and take ownership of initiatives from concept through implementation

• You think in systems, identifying structural improvements rather than addressing surface-level issues

• You proactively challenge inefficiencies and introduce scalable, technology-driven solutions

• You translate complex operational data into clear, actionable insights that influence stakeholders

• You are comfortable driving cross-functional alignment in evolving environments and making informed decisions without constant direction

Qualifications

• 5+ years of experience in sales operations, revenue operations, business operations, or similarly analytical, systems-driven roles

• Demonstrated experience analyzing sales productivity, goal attainment, or funnel performance metrics to drive operational improvement

• Experience maintaining and enhancing sales force automation systems (e.g., CRM configuration, workflow rules, reporting structures)

• Proven ability to design and implement reporting frameworks, dashboards, or operational tooling that improved visibility and execution

• Proficiency with CRM platforms (e.g., Salesforce) and data/reporting tools (e.g., Tableau, Databricks, or similar)

• Experience leveraging AI or advanced automation tools to modernize workflows and reduce manual dependency is a plus

• Experience partnering cross-functionally with Business Analytics, Product, or Engineering teams to implement systems enhancements is a plus

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.