Mortgage Operations Specialist

📋 Description

• • Zillow Group is seeking a highly motivated and systems-oriented Mortgage Operations Specialist to join our dynamic Zillow Mortgages team. This remote role is pivotal in designing, evolving, and optimizing the operational systems, automation frameworks, and performance infrastructure that underpin our Mortgage Marketplace sales organization. You will operate at the critical intersection of systems design, data intelligence, and sales enablement, driving measurable improvements in efficiency, visibility, automation adoption, and execution rigor across Zillow Group’s mortgage operations (ZGMI).
• • As a Mortgage Operations Specialist, you will be instrumental in identifying opportunities to modernize existing workflows, standardize critical data, introduce impactful automation, and embed actionable insights directly into the daily operations of our sales teams. Your primary responsibility will be to develop scalable solutions, meticulously determine implementation approaches, and exercise independent judgment in evaluating system enhancements, workflow modifications, and operational priorities. These decisions will directly influence sales performance and the overall effectiveness of our marketplace execution.
• • You will be tasked with designing and optimizing scalable operational workflows that significantly enhance visibility, boost efficiency, and improve execution across the entire mortgage marketplace. This involves a deep dive into current processes, identifying bottlenecks, and architecting streamlined solutions that can adapt to future growth and market changes.
• • A key aspect of this role involves building and enhancing intelligence frameworks and sophisticated dashboards. These tools will be crucial for translating complex marketplace data into clear, actionable insights that empower our Sales teams and leadership to make informed, strategic decisions. You will be responsible for the end-to-end development, from data sourcing to visualization and interpretation.
• • You will conduct in-depth analysis of sales productivity, goal attainment, and funnel performance metrics. The insights derived from this analysis will be used to pinpoint execution gaps, identify areas for performance improvement, and develop targeted strategies to enhance overall sales effectiveness.
• • Maintaining and enhancing our sales force automation systems, including CRM configurations, workflow rules, and tracking structures, will be a core responsibility. This ensures stronger accountability, promotes operational rigor, and provides a reliable foundation for sales activities.
• • You will proactively identify and implement automation opportunities, with a particular focus on leveraging AI-enabled solutions. The goal is to significantly reduce manual effort, minimize errors, and increase real-time decision support capabilities for our sales teams.
• • Collaboration is key. You will partner closely with the Business Analytics team to standardize data definitions, ensuring consistency and establishing reliable, centralized sources of truth. This foundational work is essential for accurate reporting and insightful analysis.
• • You will drive cross-functional adoption of operational improvements by effectively translating complex insights into scalable process enhancements. This requires strong communication and change management skills to ensure buy-in and successful implementation across different departments.
• • This role demands a proactive approach, where you independently identify opportunities for modernization and improvement. You will think in systems, looking for structural enhancements rather than just addressing surface-level issues. Your ability to challenge inefficiencies and introduce scalable, technology-driven solutions will be highly valued.
• • You will translate complex operational data into clear, actionable insights that effectively influence stakeholders at various levels. Comfort in driving cross-functional alignment within evolving environments and making informed decisions without constant direction is essential for success in this role. The ideal candidate is a self-starter who thrives in a fast-paced, data-driven environment and is passionate about improving operational efficiency and sales performance in the mortgage industry.