Principal, Business Operations

Key Responsibilities

• Collaborate with Fulfillment leadership to drive superior performance, productivity, and process improvement across the mortgage operation.
• Lead strategic planning and execution for select Fulfillment functions. Specifically responsible for defining the strategic roadmap, setting clear goals, allocating resources effectively, and overseeing the implementation of initiatives.
• Partner with Product and Engineering teams to design and implement innovative solutions that enhance the borrower experience and improve operational KPIs.
• Analyze operational data to identify trends, uncover opportunities, and develop actionable insights that drive continuous improvement.
• Foster strong cross-functional relationships to ensure seamless execution of initiatives and effective change management.
• Champion a culture of initiative, accountability, and operational excellence throughout the organization.

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, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $148,600.00 - $237,400.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, 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

• 12+ years of experience in the mortgage industry, with direct experience working in multiple mortgage functions (processing, closing, underwriting, etc.). The role requires a deep understanding of the Fulfillment landscape, the ability to anticipate market changes, and a proactive approach to identifying opportunities for improvement.
• A proven track record of identifying cross-functional opportunities, presenting a cohesive strategy to cross-functional leaders, and then successfully executing on it.
• Proficiency in Encompass, Salesforce, Tableau highly preferred.
• Proven self-starter with a strong propensity to take initiative and drive projects forward independently.
• Exceptional cross-functional collaboration skills, with a track record of building effective partnerships across business, product, and technical teams.
• Excellent presentation and communication skills, with the ability to influence stakeholders at all levels.
• Deep expertise in leveraging data and analytics to inform decision-making and drive business results.
• Experience working with product and engineering organizations to deploy modern technology solutions is highly desirable, but not required.

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.

Client-provided location(s): Flexible / Remote

Job ID: Zillow-P747828

Employment Type: FULL_TIME

Posted: 2025-09-06T18:29:31