Senior Quality Development Manager

About the teamZillow Group’s mission is to give people the power to unlock life’s next chapter. Zillow Group’s largest business unit, Premier Agent, connects consumers who are looking to buy or sell homes with real estate agents and other professionals who can help them do so. Our teams facilitate this connection and are at the heart of our efforts to ensure consumers and professionals are able to get what they need out of our offerings.
You will be part of the Quality Program team that conducts call audits, highlights coaching opportunities, analyzes data trends, and relays information to business partners. We are a highly collaborative group, balancing investigative analysis with frontline feedback. Our team works closely across different lines of business to provide a 6-star experience to customers both internal and external. Come join us!

About the role

The role involves leading the strategic development and management of quality programs across various lines of business (LOBs) and fostering essential relationships with stakeholders to improve program impact. The individual will assess the required scope for building quality initiatives, create tailored implementation plans, and continuously innovate and optimize program direction and design. They will ensure successful pilot programs and onboarding of new partners alongside Senior Quality Program Managers (Sr QPMs). This position requires adept navigation of complex relationships across various organizations and project management to facilitate smooth program launches while conducting thorough analyses to drive operational efficiencies. The SrQDM will actively integrate feedback to inform leadership and consistently champion program performance, all while maintaining high responsiveness to quality feedback and requests within established service levels.

Primary role function:

• Lead Strategic Partnerships: Cultivate and manage strategic relationships with both existing and prospective stakeholders across various Lines of Business (LOBs) to improve the support and impact of Quality Programs, driving collaborative efforts that enhance overall quality performance.
• Program Development and Implementation: Assess the scope of work necessary for designing comprehensive Quality Programs, and formulate strategic implementation plans tailored to each prospective LOB. Coordinate the piloting of these programs, ensuring successful onboarding of new stakeholders along with the Senior Quality Program Manager (SrQPM) assigned to each LOB.
• Relationship Management: Expertly navigate and manage intricate relationships across Quality Teams, Performance, and Project Management to facilitate seamless launches of quality programs. Ensure all necessary resources and tools are in place for optimal program execution and success.
• Quality Program Analysis: Conduct detailed analyses of Quality Programs across all LOBs, concentrating on operational efficiencies, tracking key program achievements, and providing mentorship to SrQPMs to improve the efficiency and sustainability of their programs.
• Feedback Integration: Actively gather and analyze feedback from hosted sessions to relay insights back to Quality Program Leadership and SrQPMs, articulating the wider business needs and fostering continuous program improvement.
• Performance Consistency: Champion consistent performance of quality programs across all supported LOBs by making informed decisions regarding program direction, approach, and tooling, enhancing the overall quality landscape within the organization.
• Quality Feedback Management: Proactively manage and address quality feedback and requests, ensuring adherence to established service levels and promoting a culture of responsiveness and accountability.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $90,100.00 - $143,900.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC 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.

Who you are

Required:

• 5+ years of business operations, program management, or quality management experience, in a fast-paced, scaling environment
• Ability to adapt to business processes quickly
• Experience implementing success metrics for various business verticals
• Outstanding teamwork and relationship-building skills
• Strong oral and written communication skills
• Strong organization and time management skills
• Strong business, quality assurance, analytical, and a customer-first mentality
• Strong ability to complete ad-hoc analysis based on business needs, while maintaining recurring programs

Preferred:

• Coaching, mentoring, and training experience
• Real Estate and Mortgage experience
• Tableau experience
• Gong or speech analysis software experience
• Experience working in a remote environment

Get to know us

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.