Senior Customer Intelligence Manager

About the teamZillow’s Frontline Product Engagement (FPE) team connects customer experience to business impact. We sit at the intersection of operations, product, and data—helping leaders understand what’s working, what’s broken, and what matters most to our customers and agents. Our mission is to reduce avoidable contacts, improve experience quality, and influence product decisions that deliver measurable value for both customers and the business.
We turn frontline insights and the voice of the customer into actionable product and experience improvements. Our work bridges Customer Experience Operations and Product teams, ensuring that customer feedback and support signals directly inform how Zillow builds and scales customer experiences.

About the role

As the Senior Customer Intelligence Manager for Frontline Product Engagement, you will build the measurement and data foundations that connect customer signals to product and operational outcomes. You’ll translate contact center and customer feedback into quantified opportunities, define how success is measured, and deliver post-launch impact analysis that shapes prioritization and investment decisions.

You will play a key role in developing Zillow’s AI-driven customer intelligence platform by partnering with Data Engineering and Data Product teams to shape data models, validate sources, and establish trusted, reusable metrics across integrated systems. You’ll bring structure to ambiguity, align stakeholders around clear definitions and tradeoffs, and communicate insights in a way that helps leaders confidently improve experience quality while reducing cost-to-serve.

You Will Get To

Turn customer signals into decisions

• Translate contact drivers, customer feedback, and frontline insights into quantified opportunities that inform product roadmaps and CX prioritization.

• Map and measure customer journeys across channels (self-service, assisted support, product) to identify friction points, deflection opportunities, and experience improvements.
   

Build customer intelligence foundations at scale

• Partner with Data Engineering and Data Product teams to develop a scalable customer intelligence data layer across systems such as Salesforce, Genesys, Gong, knowledge content, and surveys—enriched with customer, segment, and revenue context.

• Establish canonical definitions, metric specifications, and data contracts (e.g., contact rate, deflection, repeat contact, transfers, resolution) so teams operate from shared truth.
   

Enable trusted measurement and instrumentation

• Define measurement plans for product and CX initiatives (baselines, success metrics, attribution approach) and partner with Product/Engineering to ensure required fields and instrumentation are in place before launch.

• Validate data sources, metrics, and analytics to ensure accuracy, consistency, and executive confidence—supported by monitoring, QA checks, and clear documentation.
   

Quantify impact and drive a learning loop

• Develop models, analyses, and dashboards that translate customer issues into measurable outcomes, including contact deflection, cost-to-serve reduction, experience quality, and satisfaction.

• Deliver post-launch impact readouts that explain what changed, why it changed, and what to do next—highlighting residual opportunity and tradeoffs.
   

Influence through clear, executive-ready narratives

• Synthesize findings into crisp, decision-ready stories and recommendations that help leaders align and act.

• Run an insights-to-action cadence with CXO and Product partners: quantify opportunity size and ROI, recommend priorities, track decisions, and report outcomes over time.

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 $118,600.00 - $189,400.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $112,700.00 - $179,900.00 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

• 7+ years of experience in customer intelligence, business analytics, product insights, or strategy/operations, with a strong track record of translating customer signals into measurable business impact.

• Advanced SQL and strong data platform fluency (Databricks, Snowflake, or similar), with experience working across complex, multi-source datasets.

• Strong data strategy and technical acumen—able to partner closely with Data Engineering and Data Product teams on data models, schemas, and analytics-ready pipelines without owning engineering execution.

• Proven ability to integrate customer and operational data (CRM, telephony, surveys, knowledge base, product usage) to generate actionable insights and quantify outcomes such as contact deflection, cost-to-serve reduction, and CX improvement.

• Expertise in measurement and impact analysis, including defining ROI and success frameworks and evaluating post-launch results of customer-facing product and CX initiatives.

• Strong focus on data quality and trust, ensuring accuracy, consistency, and confidence in metrics used for executive decision-making.

• Exceptional communication and storytelling skills, with the ability to translate complex analysis into clear, executive-ready insights.

• AI-forward mindset, using modern AI tools and techniques to accelerate analysis, synthesize unstructured data, and support scalable customer intelligence systems.

• At Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. If you have transferable skills or related experiences, we encourage you to apply.

Nice to Have

• Experience building or managing customer insights or VoC platforms.

• Knowledge of Salesforce Service Cloud, Agentforce, Data Cloud, and self-service ecosystems.

• Exposure to contact center platforms (Genesys, NICE, HighSpot, Aspect), Help Center design, or search/content quality.

• Experience working with LLM or AI/ML-based workflows (agent assist, summarization, classification, retrieval-augmented generation).

• Comfort with BI/dashboarding tools and data-governance practices.

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 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.