Underwriting Support Manager

About the team

As an Underwriting Support Manager within Zillow Home Loans, you’ll lead a growing India-based mortgage operations team focused on delivering accurate, timely, and scalable support across the underwriting lifecycle. The team partners with U.S. Underwriters and cross-functional mortgage operations teams to complete defined review, documentation, validation, and workflow activities. As the business evolves, the team’s scope may expand into additional underwriting-support functions that improve quality, reduce operational friction, and help loans progress efficiently.

As an Underwriting Support Manager, you will lead, coach, and develop a team of Underwriting Support Specialists, ensuring consistent execution of assigned activities in accordance with established policies, procedures, quality standards, and service-level expectations.

You will own people leadership, day-to-day team operations, workload and capacity management, quality oversight, performance management, and continuous improvement across assigned underwriting-support activities. You’ll design and refine workflows, implement quality controls, and use data to drive performance across quality, speed, and partner experience. You will partner closely with U.S. Underwriting leaders and other mortgage operations teams to resolve escalations, strengthen handoffs, and build scalable processes as the function grows.

This role leads underwriting-support execution within defined authority and escalation paths; it does not independently assume final underwriting approval or credit-exception authority.

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

• Lead, coach, and develop a high-performing team of Underwriting Support Specialists, setting clear expectations and fostering accountability, sound judgment, collaboration, and professional growth.
• Own daily team operations, including queue management, workload allocation, staffing coverage, and prioritization based on service levels, loan urgency, customer commitments, and business priorities.
• Oversee assigned loan-file reviews, documentation and data validation, and workflow activities to ensure accurate, complete, consistent, and timely execution.
• Monitor team performance through measures such as turnaround time, service-level adherence, productivity, backlog aging, defect rates, and rework; use insights to address gaps and improve results.
• Conduct regular quality reviews and calibration sessions, identify recurring defects, and implement coaching and corrective actions that improve first-pass accuracy and reduce downstream rework.
• Serve as the first point of escalation for support-related issues; resolve matters within assigned authority and promptly route complex, high-risk, out-of-policy, or time-sensitive scenarios to the appropriate Underwriter or functional leader.
• Partner with Underwriting, Processing, Closing, Quality Control, Credit Specialists, and other mortgage operations teams to resolve file-level issues, clarify responsibilities, and improve handoffs.
• Partner with Underwriting and Enablement leaders to support onboarding, training, and readiness assessments; reinforce consistent application of SOPs, checklists, documentation standards, and escalation paths.
• Conduct regular one-on-ones and performance discussions, provide actionable feedback, and support individual development and career growth.
• Maintain and improve team SOPs, checklists, trackers, and operating controls in partnership with process owners; ensure changes are communicated, understood, and consistently applied.
• Drive continuous improvement by identifying process gaps and opportunities to simplify workflows, reduce manual effort, and improve tools and system usage.
• Lead the team through evolving processes, systems, products, and work assignments; support the controlled introduction of additional underwriting-support activities.
• Ensure accurate system updates and loan-file records, and maintain the confidentiality and privacy of borrower, customer, and employee information.

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

• You have 5+ years of experience in U.S. residential mortgage underwriting, underwriting support, quality control, loan processing, closing, credit review, fraud review, or a related mortgage operations function, including 1+ year of leadership or management experience.
• You have strong knowledge of core residential mortgage documentation, underwriting principles, risk indicators, and loan workflows, with an understanding of applicable agency guidelines, regulatory requirements, and company policies relevant to assigned support activities. You exercise sound judgment within defined authority and escalation requirements.
• You are a strong people leader who sets clear expectations, builds trust, provides effective coaching, and develops individual contributors.
• You have experience managing high-volume operations, balancing team capacity, and delivering against quality, productivity, and service-level expectations.
• You can use operational metrics and quality findings to identify trends, investigate root causes, and implement measurable improvements.
• You demonstrate sound analytical judgment and can identify documentation inconsistencies, missing information, risk indicators, and matters requiring escalation.
• You communicate clearly in writing and verbally, translating operational issues into concise, actionable updates for team members and cross-functional partners.
• You collaborate effectively with distributed teams across functions and time zones and are comfortable leading through change and ambiguity.
• You are familiar with Encompass or comparable mortgage workflow systems and proficient with Google Workspace or Microsoft Office.
• You are comfortable working an office-based night-shift schedule aligned to U.S. business operations, as required.

Preferred Qualifications

• Experience leading underwriting-support, mortgage quality-control, or related fulfillment teams supporting U.S. Underwriters.
• Experience with Conventional and FHA loan documentation and guidelines; VA familiarity is a plus.
• Experience in FinTech or high-growth mortgage environments where technology and processes evolve frequently.
• Experience leading teams through process changes, system migrations, or the adoption of automated tools and loan origination system enhancements.
• Familiarity with Tableau, Highspot, or comparable reporting and knowledge-management tools.

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.