Senior Product Manager, Work Discovery

Zillow is a leading real estate platform focused on making home ownership a reality for more people. The Senior Product Manager, Work Discovery will own the definition and prioritization of operational work across the mortgage lifecycle, transforming complex processes into efficient workflows to enhance the operator experience.

Responsibilities:

• Define and own work discovery across the business: how operational work is generated, surfaced, prioritized, and tracked for different ZHL roles throughout the mortgage lifecycle
• Design systems that break down complex, multi‑step business processes into clear, actionable, role‑specific units of work, enabling that work to be completed by different operator roles, flexible labor pools, or automated systems—while maintaining an end‑to‑end view of borrower progression
• Ensure operator actions are explicitly captured in‑system, enabling consistent advancement of borrowers through defined milestones and improved visibility into process execution
• Partner closely with Sales, Fulfillment, and Business Operations leaders to define excellent operational models and encode them into scalable system designs
• Collaborate with platform product teams (tasks and workflow, routing and capacity, identity and access) to ensure their capabilities support work discovery needs, identifying gaps and driving prioritization of enhancements
• Drive strong adoption by designing systems that meaningfully change operator behavior, reduce cognitive load, and make the right actions the easiest actions
• Navigate legacy tooling, system migrations, and regulatory constraints to deliver compliant, secure, and durable solutions that create a foundation for increased automation and AI‑assisted execution over time

Requirements:

• A senior product manager with 5+ years of product management experience, ideally building internal tools, workflow products, or platforms for operationally complex organizations, or equivalent experience
• You bring clarity and structure to ambiguous problem spaces and are comfortable defining patterns where none previously existed
• A strong systems thinker who can decompose complex, multi‑role processes into streamlined, elegant workflows without losing sight of end‑to‑end outcomes
• Demonstrated ability to translate business goals and processes into concrete system designs and shipped outcomes
• Experienced working closely with Operations teams (e.g., Sales, Support, Production), with a strong understanding of how systems shape day‑to‑day execution
• Deeply empathetic to operators and customers, seeing how internal tools, human behavior, and customer experience are tightly linked
• Forward‑looking about how work can evolve over time, designing systems that can progressively shift work between humans, flexible labor pools, and AI‑assisted or automated execution as capabilities mature
• Strongly analytical and data‑driven, using data to evaluate system behavior, identify bottlenecks, and improve results
• Pragmatic and execution‑oriented, with a bias toward shipping durable solutions that work in real‑world operational environments
• Skilled at navigating cross‑functional complexity and aligning diverse stakeholders around clear decisions, trade‑offs, and priorities
• Disciplined about ownership and accountability so shared work moves forward with clear direction
• Experience in one or more of the following—operating in highly regulated environments (e.g., mortgage, finance, healthcare); working with queue‑based, SLA‑driven, or workflow‑oriented systems; integrating AI‑assisted execution into business processes or operational workflows; or working with identity, access controls, and permissioning in complex operational systems