About the team
The Senior Specialist, Frontline Support, Enablement empowers Zillow’s sales teams by designing and delivering enablement programs, training, and resources that drive seller effectiveness and business results. This role leads cross-functional initiatives to streamline onboarding, continuous learning, and sales playbooks, ensuring sellers have the tools and knowledge needed to excel. Operating with high autonomy, the Senior Specialist partners across Sales, Marketing, Product, and Operations 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 role
The Underwriting Enablement Manager owns the role-specific onboarding and continuing education programs for Zillow Home Loans' India-based Credit Specialists. Credit Specialists perform credit file reviews and the training for this role requires deep familiarity with underwriting fundamentals, credit analysis, and ZHL's underwriting tools and decision framework.
You will design the curriculum, build the content, deliver live training sessions, and keep all materials current as tools, workflows, and credit policies evolve. Training and facilitation expertise is the most critical qualification for this role. Underwriting subject matter knowledge is the operational foundation you build on top of that.
- Design, build, and own the end-to-end new hire onboarding program for Credit Specialists, covering the full ramp period from Day 1 through independent production.
- Facilitate live training sessions covering credit file review, Encompass and underwriting tools, underwriting decision-making, condition writing, income and liability analysis, and AUS interpretation.
- 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.
- Design and coordinate structured shadow and nesting schedules with US-based underwriters, team leads, and senior managers.
- Coach new hires through their ramp; providing feedback on early file reviews, monitoring condition quality, and partnering with team leads on readiness decisions.
- Maintain and update all training materials on a quarterly cadence and when Encompass tools, workflows, or credit policy changes require it.
- Deliver department-level re-enablement training when significant changes roll out; including workflow launches, Encompass enhancements, and new product guidelines.
- Track new hire progress and milestone completion; communicate readiness status to operations leaders and IC managers.
- Partner with the Underwriting Director, senior managers, and team leads, as well as the Fulfillment Enablement team, to prioritize training needs and align the program with operational and quality standards.
- 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 are
- 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 underwriting or credit analysis experience; including working knowledge of credit report review, income calculation, DTI analysis, AUS (DU/LP), and underwriting decision documentation.
- Experience facilitating live virtual training to distributed or global audiences; comfortable running live file reviews 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 roles, programs, and incoming cohorts simultaneously.
- Clear, concise communicator, written and verbal, with the ability to make complex mortgage concepts 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.
