Manager, Trailing Documents

About the teamThe Post Closing team at Zillow Home Loans is a collaborative, high-performing group dedicated to delivering outstanding service and operational excellence throughout the mortgage lending process. Team members work closely together, sharing knowledge and supporting one another to achieve shared goals. We cultivate a respectful, inclusive, and solution-focused environment, making our workplace both productive and rewarding. As part of this team, your contributions are recognized and celebrated, and you’ll help uphold our reputation as a leader in post-closing operations.

About the role

As Manager, Trailing Documents, you will lead the team responsible for securing, reviewing, and delivering all final mortgage documents with precision and efficiency. You will oversee the timely delivery of recorded documents, final title policies, mortgage insurance certificates, and other required trailing documents, ensuring full compliance with investor, regulatory, and company standards. This role requires a commitment to operational excellence, strong organizational and communication skills, and a deep understanding of mortgage operations and post-closing procedures. You will be expected to model Zillow’s core values in every aspect of your work.

Provide leadership, direction, and performance management to a team responsible for obtaining, reviewing, tracking, and delivering trailing documents, including recorded documents, final title policies, and mortgage insurance certificates.

● Develop and execute strategies to optimize team performance, streamline workflows, and enhance operational efficiency in alignment with organizational goals.

● Oversee resource planning, workload allocation, and prioritization to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded.

● Monitor and ensure compliance with investor, agency, and regulatory requirements related to final documents, proactively identifying and mitigating operational risks.

● Foster cross-functional collaboration with internal teams (Closing, Post-Closing, Servicing) and external partners (title companies, county recorders, investors) to resolve document deficiencies and exceptions.

● Track and report on key performance indicators (KPIs), including document delivery timelines, defect rates, and productivity.

● Analyze data and trends to identify process gaps, implement best practices, and drive continuous improvement initiatives.

● Maintain up-to-date knowledge of industry regulations, investor guidelines, and best practices related to mortgage documentation.

● Lead the team through change management, ensuring adoption of new processes, technologies, and regulatory requirements.

● Manage escalations and complex issues, providing guidance and solutions to team members and stakeholders.

● Support internal and external audits, quality control reviews, and regulatory examinations by providing documentation and responding to findings.

● Recruit, onboard, develop, and retain talent, fostering a high-performance culture of accountability, engagement, and professional growth.

● Communicate team performance, risks, and opportunities to senior leadership, providing recommendations for process or policy enhancements.

Requirements

● 5+ years of experience in mortgage operations, with at least 2 years in a supervisory or management role.

● In-depth knowledge of mortgage closing, post-closing, and final document processes.

● Familiarity with investor and agency guidelines related to lien position, mortgage insurance requirements and processes, and trailing documentation (Fannie Mae, Freddie Mac, FHA, VA, etc.). Experience with Ginnie Mae Final Certification preferred.

● Strong understanding of regulatory requirements impacting mortgage documentation.

● Experience working with loan origination systems (LOS) and document management platforms.

● Demonstrated experience creating, documenting, and maintaining operational processes and procedures.

● Proven ability to drive process improvement, manage change, and deliver results in a dynamic environment.

● Ability to collaborate across teams and lead cross-functional initiatives to resolve operational challenges.

● Exceptional attention to detail and time management skills.

● Ability to produce and maintain reports.

● Ability to thrive in a fast-paced environment, handle pressure, and meet deadlines.

● Excellent written and verbal communication skills.

● Proficiency in Microsoft Office suite.

This role has been categorized as an Office position. “Office” employees regularly work at an existing ZG corporate office for approximately 80 to 100 percent of their time each month. Employees must live within reasonable commuting distance of their designated ZG office. ZG has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $35.90 - $57.30 hourly. This base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

You are an inspiring leader who excels at guiding teams and empowering others to succeed. Your exceptional organizational and time management skills ensure accuracy and attention to detail in every task. You communicate clearly and effectively, fostering strong collaboration with colleagues and partners. When faced with challenges, you approach them with a proactive, problem-solving mindset and make thoughtful, informed decisions. You are committed to continuous improvement, embrace change, and work seamlessly across departments and with external partners. As a self-starter, you embody Zillow’s values and serve as a culture ambassador for the team. You are also proficient with Microsoft Office Suite and mortgage technology platforms, ensuring smooth and efficient operations.

Get to know us

At Zillow, we’re reimagining how people move—through 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 industry—and your career—forward, 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.