Principal Product Manager, Mortgage Operating System

About the team

At 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