Senior Learning Facilitator, Mortgage

About the team

The Mortgage Enablement team at Zillow Home Loans builds capability across the full mortgage organization — every sector of sales and fulfillment. From loan officers and sales operations through underwriting, processing, and closing, we design, deliver, and govern the training, content, and systems support that help our people do complex, regulated work accurately and confidently. That spans new hire onboarding, continual education, living process and policy documentation, Encompass and learning technology support, and the measurement that tells us what's actually working.

We operate as a connected group of specialists: content strategists and instructional designers who build, facilitators who deliver, process and systems experts who keep everything technically accurate, and program and operations partners who keep the work moving — across US and India-based teams. We partner closely with sales and fulfillment leadership and with SMEs throughout the business, and we hold a high bar for accuracy, clarity, and learner experience. Individual roles on the team may focus on a specific audience, but we all work toward the same outcome: people who are ready, confident, and well supported in their work.

About the role

The Senior Learning Facilitator, Mortgage owns live training delivery across all of ZHL's mortgage fulfillment functions — serving as a shared facilitation resource for the Mortgage Enablement team. You design and deliver complex, multi-session learning programs for new hire onboarding and continual education, apply adult learning principles to meet learners at varying skill levels, and evaluate program effectiveness to drive continuous improvement. This role requires mastery-level facilitation skill and the ability to operate with significant autonomy in a complex, cross-functional delivery environment.

You Will Get To:

• Facilitate live training sessions, new hire onboarding programs, and continual education across all fulfillment functions — primarily virtual with occasional in-person delivery
• Flex facilitation approach to meet learners at varying levels of competency and experience; create an environment where all participants feel engaged, seen, and supported
• Partner with the Manager, Learning Design & Delivery on facilitation quality standards, delivery consistency, and Train the Trainer programs for new content rollouts
• Collaborate with Enablement Managers and Instructional Designers to prepare materials, coordinate logistics, and maintain the facilitation calendar
• Gather post-session learner feedback, analyze patterns, and route findings to the Instructional Designer for content improvement
• Evaluate program effectiveness using established frameworks; present findings and recommendations to stakeholders independently
• Provide backup facilitation coverage when Enablement Managers have competing priorities
• Apply training techniques effective for technical skills, process knowledge, and behavioral competencies in a regulated mortgage environment

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $109,000.00 - $174,000.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $103,500.00 - $165,300.00 annually. The 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

• 8+ years of experience in professional training facilitation, instructor-led delivery, or learning program management
• Mortgage industry experience, with a demonstrated track record facilitating training for mortgage sales or fulfillment audiences
• Master-level facilitation skills across virtual, live, and blended formats; proficient with virtual training platforms and collaboration tools
• Deep grounding in adult learning principles and instructional design fundamentals
• Demonstrated ability to assess learner needs in the moment, adapt delivery, and identify knowledge gaps during live sessions
• Strong analytical skills — able to interpret evaluation and post-session data to generate actionable insights
• Proven ability to manage multiple concurrent training programs and prioritize workload to meet deadlines without close oversight
• Excellent communication and presentation skills; comfort facilitating for all levels including leaders and senior stakeholders
• Self-directed; plans and executes delivery assignments with administrative supervision, keeping manager informed of progress and blockers

Preferred Qualifications:

• Background in or exposure to instructional design; ability to contribute to content quality review
• Experience with LMS platforms, eLearning tools, and virtual facilitation technology
• Facilitation certification

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.

How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise.

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 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.

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How We Work

At Zillow, flexibility isn’t a perk - it’s how we work. Cloud HQ is our distributed work model, built on trust, clear systems, and the belief that you can do great work from wherever you are. It’s not about where you work. It’s about moving forward - together.