Principal Product Manager

About the teamAt Zillow, we're dedicated to using artificial intelligence to improve the real estate transaction experience. Our AI & Experiences team develops and implements solutions that streamline processes, enhance user interactions, and provide valuable insights.
Zillow Home Loans (ZHL) focuses on providing innovative lending solutions and a seamless financing experience, helping our Buyers make informed financial decisions from the very beginning of their home shopping journey. Our ZHL team creates a suite of tools and experiences that help Zillow users find the right home and get financing with confidence. We provide contextually relevant information early in the process and efficiently nurture users throughout their journey. Through deep integration with the full suite of Zillow offerings, we are developing trusted relationships with our users, ensuring that when it comes time to choose their lender, they choose Zillow Home Loans. We are a cross-functional team transforming the way Mortgage Operators serve home buyers: enabling them to make informed decisions while reducing the time, energy, and anxiety needed to finance their new home.

About the role

We are seeking a Principal Product Manager to join our ZHL Workforce Management & AI Product team. In this role, you will be responsible for building processes, tools, and infrastructure to optimize the effectiveness and efficiency of our Mortgage operations teams. Our objective is to deliver outstanding home financing experiences to our customers and partners through intelligent automation and optimization.

The ZHL Workforce Management & AI team builds tools that help mortgage operators do their work efficiently and effectively. This involves both production work and engagement work. In this role, you will use ML, AI, and other techniques to analyze workflow capacity and performance and make improvements through testing. You will work with other teams to create new processes, automate tasks, and improve performance.

Join our team to help integrate support and nurturing experiences into Zillow's core product offerings. We are looking for someone passionate about innovation in lending and dedicated to empowering customers.

You Will Get To: 

• Leverage AI to enhance the effectiveness and efficiency of ZHL’s mortgage operations teams to optimize capacity utilization and enable an industry-leading customer experience.

• Collaborate closely with business collaborators, machine learning, and data science teams to integrate AI solutions that meet customer needs, drive innovation, and facilitate operational process changes.

• Apply data-driven insights to perform operational testing and continually improve workflows through iterative testing.

• Establish and refine mechanisms to evaluate and augment operator performance.

• Take ownership of tasks and apply a first-principles approach to creatively solve complex problems.

• Ensure compliance with regulatory standards and ethical guidelines while maintaining a strategic, customer-focused approach.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $173,300.00 - $276,800.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC 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.

Who you are

You are an experienced product leader with demonstrated impact in launching products with increasing scope, complexity, and impact. You have a track record of applying new technologies to innovate and disrupt the status quo.

• Problem Owner - You understand customer needs and aim to solve problems, taking ownership and collaborating to drive solutions from ideation to execution, with a focus on operational excellence.

• Problem Solver - You apply analytical thinking, curiosity, and independent reasoning to break down complex issues into fundamental principles, generating innovative and logical solutions.

• Highly Analytical - You demonstrate a strong analytical ability, using qualitative and quantitative data to inform decision-making and craft compelling narratives.

• Deliver Results - You can promptly recognize problems and opportunities, navigate ambiguity and mobilize partners to achieve goals.

Qualifications

• 8+ years in a product management role, with emphasis on cross-team collaboration, creative problem-solving skills, analytical thinking, and success in shipping initiatives that drive scalable growth

• Experience defining projects, driving requirements, writing functional specs, and coordinating projects across multiple teams and organizations

• Track record of leading and successfully delivering results in a fast-paced, dynamic environment.

• Demonstrate attention to detail and the ability to lead multiple competing priorities simultaneously.

• A highly collaborative working style and an analytical approach, with experience using data to motivate changes and produce results

• Passion for customer success and empowering people through technology

• Outstanding verbal and written communication skills.

• Enthusiastic and resilient in a constantly evolving environment where the process is fluid and creative solutions are the norm.

• Experience using ML/AI to improve operational efficiency and customer experiences.

• 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.

Preferred Qualifications

• Experience building capacity and performance management tools in a sales or service operations environment

• Experience in a highly regulated environment, Mortgage experience is a plus

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.