The CXO Business Intelligence team plays a critical role in building trusted data foundations, reporting, and insights that help leaders understand performance, identify opportunities, and scale what works. As a Business Intelligence Manager, you’ll contribute directly to this mission by stewarding the data and reporting assets that power operational execution, analytics, and executive decision-making.About the role
As a Business Intelligence Manager, you’ll play a central role in shaping how Customer Experience Operations uses data to manage performance, identify opportunities, and scale what works across the customer journey. You’ll own the core business intelligence assets, reporting, and visualizations that translate complex operational data into clear insights used by CXO leaders to run the business—spanning volume, efficiency, quality, and customer outcomes. This includes building and stewarding data pipelines, defining and maintaining metrics, and delivering executive-ready dashboards that support operational reviews and decision-making. You’ll partner closely with analytics, data engineering, and operations teams to ensure CXO data is accurate, consistent, and trusted, while laying the groundwork for future initiatives such as automation, experimentation, and AI-enabled customer experiences.
You Will Get To:Design, build, and own complex business intelligence datasets, semantic layers, and Tableau dashboards that model CXO performance across volume, efficiency, quality, and customer outcomes.
Partner closely with data engineering to define data contracts, source system integrations, and transformation logic, ensuring reliable, scalable pipelines from operational systems (e.g., CRM, contact center platforms).
Write, optimize, and maintain advanced SQL transformations (CTEs, window functions, performance-tuned queries) used in production reporting and analytics.
Establish and steward a clear metric taxonomy and metadata framework, including definitions, documentation, and ownership used consistently across operational and executive reporting.
Perform data validation, reconciliation, and root-cause analysis to ensure accuracy, consistency, and trust in CXO reporting.
Design BI assets that support downstream use cases, including experimentation, automation, and AI-enabled customer experience initiatives.
Create executive-ready dashboards and narratives that translate complex operational data into clear insights, risks, and opportunities.
8+ years of experience in Business Intelligence, Analytics Engineering, or related analytical roles with hands-on ownership of data models and reporting assets.
4+ years of experience writing and optimizing complex SQL, including multi-CTE transformations, window functions, and large-scale joins.
4+ years experience with Tableau or related visualization tools
Strong experience building Tableau dashboards backed by well-structured semantic layers, not just ad hoc queries.
Solid understanding of ETL / ELT workflows, data pipelines, and how data moves from source systems to analytics layers.
Experience working with APIs or operational system data, and the ability to reason about source data structure, refresh patterns, and data quality risks.
Proven ability to define, document, and govern business metrics and metadata used by senior leadership.
Comfortable navigating ambiguity in data and systems, and driving clarity through structured analysis and cross-functional collaboration.
Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.
Preferred Qualifications:
Experience supporting customer experience, contact center, or operational organizations
Familiarity with customer support or CRM platforms (e.g., Salesforce, contact center systems)
Experience building data assets that support experimentation, automation, or AI use cases
Exposure to governed metrics, standardized reporting, or enterprise BI environments
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 customers 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 that's reshaping an industry and helping more people make home a reality.
Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.
Top Skills
What We Do
Join our mission to give the people power to unlock life’s next chapter.
Our homes are the heartbeat of our lives, and we believe that finding a home shouldn’t be so hard in today’s always-on world. That’s why we’re reimagining the traditional rules of real estate to make it easier than ever to move from one home to the next.
Our journey began nearly 15 years ago with a handful of employees and one big idea: to make it radically easier for people to move. We began by helping people understand and track their homes with the Zestimate, our proprietary algorithm, and then with advanced technology and valuable connections with real estate professionals. Today, Zillow has become a household name. People are more likely to search for “Zillow” than “real estate,” and our name is often used as a verb.
While other industries have ushered in a new era of convenience, the time for seamless and convenient real estate experience is now. This is our next chapter as a company.
We’re looking for smart, passionate adventurers to join us as we reimagine the real estate transaction and change the way people buy, sell, rent and finance their homes.
