Senior Instructional Designer, 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 Instructional Designer, Mortgage is the content production engine for ZHL's Mortgage Enablement team — solely focused on building high-quality training materials across all formats and mortgage fulfillment functions. Working within the curriculum architecture set by the Manager, Programs & Content Strategy, this role builds training materials, Highspot SOPs, and Zillow University eLearning courses that meet the team's standards for accuracy, engagement, and learner readiness. This is a role requiring deep instructional design expertise and the ability to operate independently on complex, ambiguous content challenges.

You Will Get To: 

• Build training materials, job aids, SOPs, and eLearning content across all fulfillment functions (underwriting, processing, closing, funding, disclosure desk)
• Create and maintain Highspot SOPs in partnership with the content team and functional SMEs
• Develop ZU (Zillow University) courses in partnership with the Manager, Learning Design & Delivery
• Manage content revision cycles when process, system, or policy changes require material updates
• Support the Manager, Programs & Content Strategy on curriculum builds and content quality review
• Contribute to and help maintain the team's content standards and design frameworks
• Proactively identify content gaps and recommend curriculum improvements

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 instructional design, curriculum development, or content creation for a professional training environment
• Mortgage industry experience, with a demonstrated track record of building training content for mortgage sales or fulfillment audiences such as underwriting, processing, closing, funding, etc. 
• Expert-level proficiency in eLearning authoring tools and LMS platforms
• Demonstrated ability to translate complex operational content from SME input into clear, learner-ready materials
• Strong command of adult learning principles and instructional design frameworks
• Ability to manage multiple concurrent content projects with minimal supervision — plans own work, resolves conflicts, keeps stakeholders informed
• Excellent writing and editing skills; high attention to detail on content quality, accuracy, and consistency
• Comfort with ambiguity; able to define scope and structure for content projects where requirements are not fully specified upfront
• Cross-functional collaboration skills; regularly coordinates with SMEs, managers, and delivery staff

Preferred Qualifications:

• Experience with Highspot or similar content management/enablement platforms
• Instructional design 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.