Zillow Group is seeking an experienced strategist to lead innovation in contact center operations and customer experience. The ideal candidate will possess extensive experience driving enhancements in customer experiences across B2C and B2B products while reducing costs. Ideally through interaction elimination, simplification, process improvements, and automation efforts. Responsibilities include evaluating current CX and support models and developing plans to enhance customer experience and optimize effectiveness through labor model enhancements.
The successful candidate will be analytical, articulate, and collaborative, excelling in a high-performance, fast-paced, and dynamic environment. Zillow Group is looking for candidates with high integrity, intelligence, and initiative.
Collaboration with Customer Insights, Finance, Data Science & Analytics, Program & Product, Marketing, and frontline leadership teams is crucial for implementing and supporting new business initiatives, fostering product innovation, and driving operational improvements in alignment with ZG's scaling objectives.
In this role, you will have the opportunity to
Architect variable labor models that maximize customer experience and scalability
Spearhead comprehensive operations analyses that unlock new experience and cost-saving opportunities and guide strategic investments
Synthesize and frame analyses into recommendations for senior executives
Create data-backed proposals to highlight potential ROI across various initiatives and present financial and customer experience benefits to senior leaders
Improve holistic customer experience by bringing together customer insights and driving change through people, process, and technology
Build strategic frameworks that align ZG strategy with known operating gaps and customer market requirements with resource capacity
Facilitate cross-functional working sessions, identify and influence partners, and quickly drive consensus on decisions
Lead high-stakes initiatives that directly impact Zillow's profitability, customer perception, and revenue growth using program/project/change management techniques
Adapt and re-calibrate plans as the situation evolves; achieve high performance in ambiguous environments; build order out of uncertainty
Mentor and develop junior team members to build a high-performing strategy organization
Strategic Excellence
Deep expertise in creating and executing strategies that drive measurable results
Proven ability to identify experience and cost-saving opportunities and translate them into actionable business plans
Track record of leading complex, high-impact initiatives from conception to successful implementation
Analytical Mastery
Advanced capability in analyzing large, complex datasets to extract meaningful business insights
Expertise in creating financial models and conducting rigorous operational analyses
Proficiency in translating data into compelling visualizations and clear recommendations
Leadership & Communication
Exceptional ability to influence and align stakeholders across organizational levels
Strong track record of leading cross-functional teams and managing complex projects
Outstanding presentation skills with experience communicating to executive audiences
Demonstrated success in coaching and developing junior talent
Experience creating and implementing structured mentorship programs
Required Qualifications
Bachelor’s degree in Business, Economics, Analytics, Finance, or related quantitative field
10+ years of professional experience, including 10+ years in contact center environments and 5+ years in operations/business strategy or similar data-driven roles
Proven track record of developing and implementing successful business strategies across complex organizations
Demonstrated excellence in customer experience, contact center operations, data analysis, and financial acumen with ability to translate complex analyses into actionable insights
Strong project management skills with experience leading cross-functional teams and managing multiple high-stakes initiatives
Preferred Qualifications
MBA or advanced degree in a related field
Experience in consulting roles
Expertise in advanced operational strategies and customer experience methods
Previous experience building and leading high-performing teams
Zillow is reimagining real estate to make home a reality for more and more people.
As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.
Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.
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.
Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.
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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.
