Closing Operations Enablement Manager

Overview

Own the role-specific onboarding and continuing education programs for Zillow Home Loans' India-based Closing, Disclosure, Funding and Post-Closing teams, building the curriculum, content, live training and program infrastructure from scratch.

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 whenever 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, and communicate readiness status to operations leaders and IC managers.
• Partner closely with 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.

What you'll need

• 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: able to 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.
• Strong organizational skills; able to manage multiple programs, build timelines, and onboard cohorts with a structured, repeatable approach.
• Clear, concise communicator, written and verbal, able 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.

Nice to have

• Familiarity with Highspot or similar knowledge management and LMS platforms.

Details

• Location: Bengaluru, India (Zillow India office).
• Work mode: Office position, working at the Zillow India office approximately 80 to 100 percent of the time each month; employees must live within a reasonable commuting distance of the office.