Principal, Business Operations

About the team

The Business Operations team at ZHL exists to drive organizational efficiency by designing and implementing scalable systems and workflows. Our team partner with Sales, Operations, and Product leadership to streamline cross-functional collaboration and ensure that day-to-day activities align with strategic goals. Our work enables the company to deliver consistent results, adapt to changing business needs, and support sustainable growth.

About the role

As the Principal, Business Operations for Zillow Home Loans, you will play a pivotal role in driving operational excellence and strategic growth within our mortgage fulfillment organization. This highly visible position partners closely with Fulfillment, Product, and Engineering leaders to deliver a best-in-class experience for our borrowers, optimize key performance indicators, and execute on critical business initiatives. You will leverage your deep mortgage expertise, data-driven mindset, and collaborative approach to help shape the future of our mortgage 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

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