Senior Director, Production Operations (Zillow Home Loans)

About the team

At Zillow, our driving force is a deep-rooted passion for empowering our customers as they embark on life's next chapter with unwavering confidence. The Zillow Home Loans (ZHL) team embodies this commitment by focusing on delivering innovative lending solutions and a seamless financing experience that guides our buyers towards well-informed financial decisions right from the start of their home shopping journey.

Our mission is to create a suite of tools and experiences that empower Zillow users to effortlessly find their ideal home and secure financing with ease and peace of mind. Starting from the early stages, we provide contextually relevant information and nurture our users throughout their entire journey, ensuring they are equipped to make informed decisions at every step. By deeply integrating with Zillow's array of offerings, we foster a trusted relationship with our users when it comes to seeking financing for their dream home.

We invite you to join us on our mission to transform the lending experience, placing our customers at the forefront and offering a seamless, customer-centric journey.

About the role

We seek a Senior Director, Production Operations, Zillow Home Loans who will consolidate process enhancements, operations, and reporting support to our product team to drive system updates. This role will identify operational improvement opportunities, help engineer needed solutions, implement changes, and oversee production improvement. They will report findings pertinent to process improvement to Zillow Home Loans leadership. They will review systems and workflows to identify and recommend operational efficiencies to increase lead-to-funding conversion, and average funding per headcount, and improve user interaction and user experience (partner, customer, and ZHL employees.)

Responsibilities

• Coordinate with the production and product teams to execute production improvements and operational efficiencies. 

• Communicate and incorporate the user (borrowers, partners, production teams) experience to current and future state enhancements.

• Identify, implement, and monitor operational efficiencies that impact ZHL production.

• Evaluate and make recommendations related to system and user processes to improve efficiency; evaluate strengths and weaknesses to identify training needs.

• Evaluate internal and third-party systems and make vital recommendations to senior leadership.

• Assist in evaluating issues, analyzing root causes, and deriving solutions.

• Work inter-departmentally to optimize procedures between and across teams. 

• Support and participate in continuous improvement initiatives and special projects as determined by business need.

• Maintain a detailed understanding of mortgage production opportunities and cost-saving impacts to any enhancements.

• May lead a team that will support gathering information on production line enhancements and implementing solutions. 

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Hawaii, Nevada, New York and Washington the standard base pay range for this role is $194,800.00 - $311,200.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York and Washington 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

• Minimum 15 years experience providing mortgage operations support with experience in one or more areas of the mortgage industry.

• Minimum 5 years of experience designing process and product improvements, preferably in the mortgage industry. 

• Experience with various digital products, artificial intelligence, and using innovation to drive change. 

• Strong working knowledge of financial institutions and understanding of mortgage lending products and procedures.

• Proven knowledge of mortgage guidelines and compliance.

• Excellent written and verbal communication as well as superb social skills.

• Familiarity with reporting and ability to analyze, evaluate, and interpret dat