Underwriting Enablement Manager

Underwriting Enablement Manager

At Zillow Home Loans (ZHL), our mission is to make financing a home as simple and seamless as finding one on Zillow. Our Underwriting team plays a central role in that missionensuring every loan decision reflects our commitment to quality, compliance, and a customer-first experience. We're a collaborative group of mortgage professionals passionate about innovation, accuracy, and continuous improvement. The team partners closely with Operations, Risk, and Learning & Development to create scalable underwriting excellence that supports both our customers and business goals. Joining the Underwriting Enablement team means being part of a culture that values curiosity, inclusion, and growth. You'll help shape how our underwriters learn, grow, and deliver exceptional workempowering them with the tools, training, and confidence to make sound lending decisions every day. Together, we're redefining what great looks like in mortgage operations and setting new standards for efficiency, consistency, and customer care.

About the Role

The Underwriting Enablement Manager at Zillow Home Loans (ZHL) builds and sustains a high-performing underwriting organization by leading onboarding, delivering ongoing training and upskilling programs, and partnering closely with underwriting leadership to drive continuous improvements in loan quality and risk management. This role blends deep underwriting expertise with strong enablement, facilitation, and change management skills while aligning with ZHL's customer-first standards and compliance requirements.

Own new-hire onboarding for ZHL underwriters and reviewers, creating clear learning paths that accelerate time-to-proficiency across Conventional, FHA, and VA product lines and appraisal review while reinforcing ZHL's policies and borrower-first experience.

Design and deliver ongoing training that uplevels existing team members, including live facilitation, microlearning, e-learning modules, scenario-based workshops, and calibration sessions tailored to ZHL workflows.

Develop, maintain, and govern curriculum (SOPs, job aids, checklists, playbooks, reference guides) and ensure content remains current with agency updates, investor overlays, and ZHL internal policies.

Lead calibration and quality initiatives, including file review roundtables, decision consistency sessions, feedback loops, and targeted remediation plans aligned to ZHL's quality framework.

Provide floor support and coaching, serving as a subject matter expert for complex scenarios, collateral considerations, income and assets analysis, layered risk, and compensating factors within ZHL's operating environment.

Foster a culture of continuous learning, maintaining strong feedback channels with ZHL underwriting leadership, team leads, and front-line underwriters.

Who You Are

10+ years' experience as a mortgage underwriter, including hands-on decisioning across Conventional, FHA, and VA products and appraisal review.

Proven training or facilitation experience, with working knowledge of adult learning principles and the ability to translate complex guidelines into practical, digestible content for ZHL audiences.

Expert knowledge of agency and insurer guidelines (Fannie Mae, Freddie Mac, HUD 4000.1, VA Lenders Handbook, MI overlays) and quality frameworks, with a strong risk lens.

AUS and LOS proficiency, including tools like DU and LPA and common LOS / QC platforms, plus strong Excel / reporting competency to analyze trends and outcomes.

Exceptional communication and stakeholder management skills, with the ability to influence, coach, and build scalable programs in a dynamic environment.

Process and documentation excellence, including writing SOPs, crafting job aids, and maintaining current, version-controlled enablement assets.

FHA DE and / or VA LAPP / SAR credentials.

Preferred qualifications

Experience as an enablement leader or trainer

Background in collateral / appraisal analysis, QC, or quality engineering.

Familiarity with change management practices and data-driven continuous improvement.

Experience supporting distributed / remote teams across multiple geographies.

Get to Know Us

At Zillow, we're reimagining how people movethrough the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you'll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For in 2025 , and included on the PEOPLE Companies That Care 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industryand your careerforward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law. Los Angeles County applicants : Job duties for this position include : work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.