Closing Operations Enablement Manager

About the teamThe Closing Operations Enablement Manager empowers Zillow Home Loans' fulfillment teams by designing and delivering enablement programs, training, and resources that drive closing effectiveness and business results. This role leads cross-functional initiatives to streamline onboarding, continuous learning, and role-specific SOPs and playbooks, ensuring Closing, Disclosure, Funding, and Post-Closing teams have the tools and knowledge needed to excel. Operating with high autonomy, the Closing Operations Enablement Manager partners across Operations, Fulfillment Enablement, Product, and US-based subject matter experts to identify gaps, optimize processes, and enhance the adoption and impact of enablement strategies.
Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow’s mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India.
About the roleAbout the Role
The Closing Operations Enablement Manager owns the role-specific onboarding and continuing education programs for Zillow Home Loans' India-based Closing, Disclosure, Funding and Post-Closing teams. This is a build-from-scratch opportunity where you will design the curriculum, create the content, deliver live training sessions, and establish the program infrastructure that new hires will move through from Day 1 through independent production.
Training and facilitation expertise is the most critical qualification for this role. Subject matter knowledge is the operational foundation you build on top of that.
What You'll Do
Design, build, and own the end-to-end new hire onboarding program for Closing, Disclosure, Funding and Post-Closing roles. Including training sequence, shadow schedule, milestone checklists, and readiness criteria.
Facilitate live, virtual training sessions covering Encompass closing workflows, CTC processes, disclosing and redisclosing, closing document review, wire and funding procedures, and post-close requirements.
Build and maintain role-specific SOPs, job aids, Encompass workflow guides, and reference documentation in Highspot.
Develop and maintain Zillow University (ZU) e-learning courses with embedded knowledge checks for each role.
Design and coordinate structured shadow and nesting schedules with US-based teams and senior managers.
Coach new hires through their ramp; providing feedback on live file work and partnering with team leads on readiness decisions.
Maintain and update all training materials on a quarterly cadence and when Encompass tools, disclosure requirements, investor guidelines, or closing workflows change.
Deliver re-enablement training when significant changes roll out. Including new disclosure workflows, Encompass enhancements, and new product or investor requirements.
Track new hire progress and milestone completion; communicate readiness status to operations leaders and IC managers.
Partner closely with the senior managers and the Fulfillment Enablement team to prioritize training needs and align programs with operational goals.
Contribute to broader enablement work including AI tool adoption support, Highspot content validation, and Encompass enhancement communication.
This role has been categorized as an Office position. “Office” employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow 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.
Who you areWhat We're Looking For
5+ years in a training, instructional design, facilitation, or learning enablement role.
Demonstrated ability to design and deliver structured, multi-week onboarding programs in a mortgage or financial services environment.
Strong content creation skills: you can build SOPs, training decks, job aids, and e-learning courses from scratch without significant support.
Hands-on mortgage closing and/or funding experience with working knowledge of closing document packages, CD and disclosure workflows, wire disbursement, and post-close procedures.
Experience facilitating live virtual training to distributed or global audiences; comfortable running live milestone walkthroughs and shadow sessions over Zoom.
Working knowledge of Encompass or a comparable loan origination system.
Familiarity with Highspot or similar knowledge management and LMS platforms is a plus.
Strong organizational skills; able to manage multiple programs, build timelines, and onboard cohorts with a structured, repeatable approach.
Clear, concise communicator, written and verbal, with the ability to make complex closing and funding processes accessible to new learners.
Collaborative working style; comfortable building relationships and partnering across time zones with US-based operations leaders and subject matter experts.
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 people 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 reshaping an industry and helping more people make home a reality.
Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 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 committed to fostering an inclusive, innovative environment and to providing equal employment opportunities. We comply with applicable laws that prohibit discrimination in employment and recruitment.
If you have a disability or special need that requires accommodation during the recruitment process, please contact your recruiter directly.
Qualified applicants will be considered for employment in accordance with applicable law.