Principal Product Manager - Conversational AI & Experience

About the team

Eager to reinvent the way people find their next home? The Zillow Customer Artificial Intelligence (AI) & Experience team owns the development of novel models and experiences that strive to reimagine what it looks like to find and secure a home. Our goal is to reinvent home shopping through highly personalized, seamless experiences that are augmented with unique, rich content and insights. We work alongside designers, engineers, scientists, and marketers to make this happen!

We build upon a foundation of quantitative and qualitative understanding of our customers to rapidly test, iterate, and launch customer experiences on the United States’ largest online real estate marketplace. Our team is staffed with talented applied scientists, engineers, designers, researchers and product managers, partnering closely with teams across Zillow to deliver highly tailored, trusted experiences for millions of customers.

About the role

Are you passionate about using AI to reinvent and radically simplify home shopping? We are seeking a Principal Product Manager to lead the development of conversational AI experiences tailored for millions of buyers and renters. You will bring deep technical expertise of emerging and state of the art technologies, including Large Language Models (LLMs), Agentic frameworks, and Multimodal interactions, plus demonstrated experience in bringing compelling, scaled conversational AI experiences to life. You’ll apply a strong strategic product sense and a passion for solving complex, ambiguous problems with a customer-first approach.

Key responsibilities include:

• Apply emerging and state of the art technologies, including Large Language Models (LLMs), agentic frameworks, natural user interactions (i.e., voice), in designing and building multimodal, conversational experiences that enable personalized, guided home shopping.

• Develop product strategy and maintain a robust roadmap for conversational AI and customer-facing AI assistant initiatives, spanning customer experience, underlying science needs, and scalable infrastructure.

• Stay informed of the technology and industry landscape, collaborating closely with applied scientists to establish metric benchmarks, conduct rigorous AB testing, and leverage data-driven insights to iterate and drive continuous experience improvement.

• Collaborate extensively with internal teams including applied scientists, multimodal understanding and generation experts, machine learning engineers, design technologists, and researchers to translate requirements into actionable plans and deliverables.

• Employ design and user research methodologies specific to generative and conversational AI to deliver engaging, high-impact experiences that customers love to use.

• Lead integration of multimodal capabilities (text, voice, image understanding) to create seamless, intuitive experiences.

• Develop strategies for AI memory and context management to enable more personalized, continuous conversations across the customer journey.

• Implement and uphold responsible AI development practices to ensure ethical, transparent, and fair usage of AI technologies.

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 $173,300.00 - $276,800.00 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

This is a high-priority problem space, and the team needs an innovative, deeply technical, and self-starter Principal Product Manager who has experience with building conversational AI solutions at scale.

• 8+ years in a D2C/B2C product management role leading and testing products at scale (millions of customers), with at least 3+ years focused on conversational AI or related fields (e.g. CoPilot development, AI assistants, etc).

• Experience in applying the latest generative AI technologies, such as Large Language Models (LLMs) and state-of-the-art agentic fram