Principal Product Manager, Mortgage Operating System

About the teamAt 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 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.

You Will Get To

• 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.

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 $178,300.00 - $284,700.00 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 $169,300.00 - $270,500.00 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 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.

• 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. 

• Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

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.